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Top Mgmt Users IT Department ITIL v3: The Map ITIL v3: The Map (2011 version) (2011 version) IT Department Service Strategy Service Design Service Transition Service Operations Service Desk Continual Service Improvement Middle Mgmt. Copyright (c) 2005-2011 FreeCode International. This work is licensed under the GNU General Public License. To view a copy of this license, visit http://www.fsf.org/licensing/licenses/gpl.html SLAs Strategy Customers of IT IT Service Delivery Organization

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Page 1: ITIL v3: The Map - brendanmartin.com€¦ · Top Mgmt Users IT Department ITIL v3: The Map (2011 version) Service Strategy Service Design Service Transition Service Operations Request

Top Mgmt

Users

IT Department

ITIL v3: The MapITIL v3: The Map

(2011 version) (2011 version)

IT Department

Service Strategy

Service Design

Service Transition

ServiceOperations

Se

rvic

e D

es

k

Continual Service Improvement

Middle Mgmt.

Copyright (c) 2005-2011 FreeCode International. This work is licensed under the GNU General Public License. To view a copy of this license, visit http://www.fsf.org/licensing/licenses/gpl.html

SL

As

Str

ate

gy

Customers of IT I T S e r v i c e D e l i v e r y O r g a n i z a t i o n

Page 2: ITIL v3: The Map - brendanmartin.com€¦ · Top Mgmt Users IT Department ITIL v3: The Map (2011 version) Service Strategy Service Design Service Transition Service Operations Request

Top Mgmt

Users

IT Department

ITIL v3: The MapITIL v3: The Map

(2011 version) (2011 version)

IT Department

Service Strategy

Service Design

Service Transition

ServiceOperations

Request Fulfilment

Incident

Problem

Event

Access

Transition Planning and Support

Service Assets and Configuration

Change

Releaseand

Deployment

Validationand

Testing

Knowledge Management

Service Level

Financial

Service Portfolio

Service Catalog

DesignCoordination

AvailabilityITS

ContinuitySupplier

InfoSecurity

Se

rvic

e D

es

k

Demand

Evalu-ation

Strategy Management

CSI 7 Step Improvement process

Middle Mgmt.

Copyright (c) 2005-2011 FreeCode International. This work is licensed under the GNU General Public License. To view a copy of this license, visit http://www.fsf.org/licensing/licenses/gpl.html

Bu

sin

es

s R

ela

tio

ns

hip

Ma

na

ge

me

nt

CapacitySL

As

Str

ate

gy

Customers of IT I T S e r v i c e D e l i v e r y O r g a n i z a t i o n