Data-Information-Knowledge-Wisdom itil, information technology infrastructure library
Change Management – or what we all get wrong!
Respond to customers changing business requirements
Respond to business and IT requests for change that will align the services with the business needs
Roles
Change Manager
Change Authority
Change Advisory Board (CAB)
Emergency CAB (ECAB)
80% of service interruption is caused by operator error or poor change control (Gartner)
Change Types
Normal
Non-urgent, requires approval
Standard
Non-urgent, follows established path, no approval needed
Emergency
Requires approval but too urgent for normal procedure
What is the basic concept of ITIL?
ITIL defines a lifecycle for Service Management that allows us to consider the services in a global way: rationale, design, construction, testing, deployment, upgrade, and removal. The phases of the lifecycle are the following: Strategy: Promotes the vision of Service Management as a strategic asset.
The Service Lifecycle ITIL, information technology infrastructure library
Data-Information-Knowledge-Wisdom ITIL
The Service Lifecycle ITIL, information technology infrastructure library
What is ITIL certification?
ITIL is a global framework designed to help improve customer experience. Learn what is ITIL certification, benefits of certification and how to get certified. ITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments.
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