2. Agenda What is ITIL? What is ITSM? What is a Service? Why ITIL? ITIL service management life cycle 2/13
3. What is ITIL? ITIL is the only consistent and comprehensive documentation of best practicefor IT Service Management 3/13
4. What is ITSM? The management of IT services that meet the needs of the business 4/13
5. What is a Service? Means for delivering value to customer by facilitating outcome customers want to achieve without the ownership of specific costs and risks 5/13
8. Service Strategy Governance and decision making What do you have? What to offer? How to distinguish our selves? Needs VS our capabilities? Target market? 8/13
9. Service Design Building structural service integrity Design of Services Management Systems Technology Architecture Processes Measurement methods 9/13