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ITIL Version 3 is now known as ITIL 2007 Edition. In 2009, the OGC officially announced that ITIL Version 2 certification would be withdrawn and launched a major consultation as per how to proceed. [6] In 2009 and 2011, researchers investigated the benefits of the ITIL implementation. [7] [8] In July 2011, ITIL 2011 was released.
In the ITIL model, a 'Service' is defined as, "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." [ 2 ] The meaning is thus highly business-focused and assumes some degree of outsourcing , although this may just be outsourcing from within the functional ...
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
A service delivery framework (SDF) is a set of principles, standards, policies and constraints to be used to guide the designs, development, deployment, operation and retirement of services delivered by a service provider with a view to offering a consistent service experience to a specific user community in a specific business context.
When services are provided by myriad teams or suppliers, ensuring seamless service delivery to the business or organization being served presents a challenge. To sustain the benefits, strong operational and commercial governance are essential. According to research, service integration and management needs to address and overcome four key ...
This process uses the service description, the situation analysis and the risk analysis as inputs to define an optimal service delivery strategy. The resulting service delivery strategy consists of three elements: A list of actions to mitigate risks; Service execution approach; Service control approach.
The Service Automation Framework (SAF) is a set of best practices for the automated delivery of services. The concept builds further on the self-service practices of ITIL and IT Service Management. In its current form, the SAF is published as in a series of volumes, covering different processes of service automation. [1]
An IT service catalog is a subset of an enterprise service catalog and is defined by ITIL, by the book Service Design, to be an exhaustive list of IT-only services that an organization provides or offers to its employees or customers. The catalog is the only part of the Service Portfolio that is published to customers and is used to support the ...