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ITIL V3 Core by Mind Map: ITIL V3 Core
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ITIL V3 Core

Service Design

Designing services, from technical and business perspective: A guide to developing services and Service Management. The framework assists in development of valuable, recoverable customer services with achievable levels, standards, and regulations. The design guidance processes service strategies into a catalog of managed services.

1. Intro

Designing services, from technical and business perspective.

2. SM as a practice

3. SD principles

4. SD processes

5. SD technology-related activities

6. Organizing for SD

7. Technology considerations

8. Implementing SD

9. Challenges, CSFs and risks

Service Operation

Day-to-day IT business, operating. A place to start if you are new to ITIL: A guide to develop practices involved in the management of Service Operations. The framework provides methods to stabilize services and allow changes. Proactive and reactive control perspectives are illustrated and management is given the information to make wise decisions to optimize the service lifecycle.

1. Intro

2. SM as a practice

3. SO Principles

4. Service Operation processes

5. Common Service Operation activities

6. Organizing for Service Operation

7. Technology Considerations

8. Implementing Service Operation

9. Challenges, CSFs, and Risks

AA Complementary Industry Guidance

AB Communication in SO

AC Kepner and Tregoe

AD Ishikawa Diagrams

AE Detailed Description of Facilities Management

AF Physical Access Control

Service Transition

How to change live production infrastructure, implementing the needed services. A guide to develop methods for introducing requests for changes to the developed services into the live environment. The framework assists in the development of processes that minimize disruption to the environment through the establishment of controlled processes developed from the requirements in the Strategy framework and created from the design framework.

1. Intro

How to change live production infrastructure, implementing the needed services.

2. SM as a practice

3. ST principles

4. ST processes

5. ST common operation activities

6. Organizing for ST

7. Technology considerations

8. Implementnig ST

9. Challenges, CSFs and risks

Continual Service Improvement

Evaluating and improving services in support of business goals: A guide to developing the skills necessary to shape the quality of the service delivery and increase the value of the service to the customer; the framework utilizes ISO models as the feedback system.

1. Intro

Evaluating and improving services in support of business goals.

2. SM as a practice

3. CSI Principles

4. CSI Processes

5. CSI methods and techniques

6. Organizing for CSI

7. Technology considerations

8. Implementing CSI

9. Challenges, CSFs and risks

Service Strategy

Creating the set of services that help achieve business objectives: A guide to developing the principles of service management into a strategic asset. The framework helps to develop internal and external markets, service assets, the service portfolio, and implementation strategies.

1. Overview

Creating the set of services that help achieve business objectives.

2. Service Management as a practice

3. Service strategy principles

4. Service Strategy

5. Service economics

6. Strategy and organization

7. Strategy, tactics and operations

8. Technology and strategy

9. Challenges, CSFs and risks