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Whatever we do must be in accord with human nature. We cannot drive people; we must direct their development.  The general policy of the past has been to drive; but the era of force must give way to the era of knowledge, and the policy of the future will be to teach and lead, to the advantage of all concerned.

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ITIL - Service Management Presentation

This presentation contributed by Spyros Ktenas

ITIL is the most widely recognized framework for ITSM in the world. In the 20 years since it was created, ITIL has evolved and changed its breadth and depth as technologies and business practices have developed.

Contents:

Introduction
ITIL vs ISO/IEC 20000 
Service
Service Provider
Stakeholders
Service Management
IT Service Management
Processes
Functions
Roles
Communication
Risk Management
Service Automation
Competence and training
Service Strategy
Service Design 
Service Transition 
Service Operation 
Continual Service Improvement 
Summary

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.


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