1.0 Introduction.pdf

2/21/2018

ITIL Practitioner Guidance 2016 > Introduction

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Welcome

1 Introduction 1.1 Using ITIL – adopt and adapt 1.2 Understanding service 1.3 Delivery models 1.4 Service management versus IT service management ITIL’s best practices are based upon the practical experience of thousands of organizations from around the world. Anyone who adopts ITIL will benefit from many years of hard­earned knowledge. Adopting these practices in a highly effective and efficient way requires not only a sound understanding of ITIL best practices themselves, but also an understanding of the underlying concepts and principles. The IT service management (ITSM) professional who assimilates these key principles will be in a much better position to achieve maximum success in  service management.

Foreword About AXELOS Bibliography AXELOS publications Other publications 1 Introduction 1.1 Using ITIL – adopt and adapt 1.2 Understanding service 1.3 Delivery models 1.4 Service management versus IT service management 2 Guiding principles 3 The CSI approach 4 Metrics and measurement 5 Communication 6 Organizational change management 7 Toolkit Websites Glossary

 

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