Archive for the ‘Downloads’ Category
On the website of Itservice.com.co I found this interesting Spanish ITIL v3 process map. I thought I just share this link with you. Perhaps there is a Spanish ITIL user among us.
Check out our download section for more interesting downloads.
Related links on the internet:
- ITIL de forma sencilla: mapas de procesos de CA
Mapas de procesos de ITIL V2. Soporte de Servicio. Administración de Incidentes; Administración de Problemas; Administración de Cambios; Administración de …
The ITIL Weblog is proud to present you the Powerpoint and PDF presentation about Change Management process. As you can see: we’re trying our best to provide these IT Service Management presentations as quick as possible. Enjoy this introduction to Change Management.
Introduction to Change Management
A robust Change Management process ensures that the Change Manager is in full control of the changes to the IT infrastructure. Change Management is NOT about performing changes risk free. It is about performing changes with a minimal risk OR consciously taken risk.
It is therefore important to involve the clients or client representatives in the change management process.
All projects start through Change Management as all projects wish to change something to the IT Infrastructure: they either modify the current infrastructure or add/remove a component.
Change Management is more than just Change Control. The Change Management process starts with the RFC being raised and keeps control from the assessment and acceptance of the RFC through to the Post Implementation Review.
All other processes issue RFC’s to Change Management for necessary upgrades to improve their effectiveness and efficiency. Change Management needs information from all other processes in order to perform the risk assessment regarding requested changes.
The free download section
- Introduction to Change Management(.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- (.PPT format created by OpenOffice)
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Check out this funny video about ‘the art of service’ and change management.
The ITIL Weblog is proud to present you the Powerpoint and PDF presentation about Problem Management process. It took a while to publish this one, but as I told you we’ve been switching from hoster and that took some time. Enjoy this introduction.
Introduction to Problem Management
It is the intent of Problem Management to find Known Errors in the IT Infrastructure.
Everything you do within this process is focused on:
- Finding what the Known Error is (Problem Control & diagnosis)
- Identifying alternative solutions for the removal of the Known Error (Error control)
- Raising a request for change (RFC) to request for the deletion to happen
- Checks after a change is performed to see that the Known Error is gone
The Problem Management process also has an element of proactive troubleshooting. The concept here is to identify and facilitate the removal of errors before they manifest themselves as end-user complaints or queries.
The free download section
- Introduction to Problem Management (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- (.PPT format created by OpenOffice)
For access to the Buy-us-a-beer download section you need to log in or register!
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Check out this cool video, found at YouTube.com:
The ITIL Weblog is proud that many people find the weblog interesting and use it as a source to share information in order to help others! Every week the number of visitors increases and more and more people help us to share information.
Besides this ITIL weblog many practise exams can be found on other sites. In this post we’ll publish all posts to external content. If you have an interesting link for others then please leave a comment.
ITIL foundation exams on the ITIL Weblog:
External links to ITIL foundation exams:
- ITIL Foundation V3: sample exam with 72 questions and answers on Rapidshare.com
- ITIL Foundation (V2?) papers on Itiltests.co.uk/: Sample paper 1, Sample paper 2, Sample paper 3, Sample paper 4, Sample paper 5 and Sample paper 6.
The next downloads added at the ITIL Weblog is a presentation of the Incident Management proces. The presentation is available in PDF format and in PPT format.
Introduction to Incident Management
This process is in place to get the end-user back to work – following an interruption to normal service delivery – as soon as possible. It is symptom-driven and the only concern is speed of response, and the continuation of the business process.
Incident Management uses information out of the Problem Management process (work arounds and Known Errors) and the Configuration Management process (linking Incidents to Configuration Items)
A large component of Incident Management is the administration and tracking of the incident itself.
The free download section
- Introduction to Incident Management (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- (.PPT format created by OpenOffice)
For access to the Buy-us-a-beer download section you need to log in or register!
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Check out this cool video, found at YouTube.com:
This download at the ITIL Weblog is about Service Desk. We provide a download in PDF format and in the PPT format.
Introduction to Service Desk
The main goal of Service Desk is to provide a vital day-to-day contact between Customers, Users, IT services & third party support organizations. The Service Desk is also providing a single point of contact for all calls.
The Service Desk has to facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.
Last but not least the Service Desk generates reports, communicates and promotes the IT department. So providing value to an organization.
The goals, activities and different types of a Service Desk are bundled in a PDF and a ODP file. The PDF is in the Free Download Section, the PPT in the Buy-us-a-beer download section.
The Free download section
- Introduction to Service Desk (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- Ready to use powerpoint presentation: Introduction to Service Desk.
Click the Buy-now button to directly download this presentation.For access to the Buy-us-a-beer download section you need to log in or register!
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Check the download page for instructions and a complete overview of available downloads. In short:
- First register on this site and log in;
- Second Buy-us-a-beer and download. Cheers!
Today we’ve started with our download section. The first download available at the ITIL Weblog is about configuration management. We provide a download in PDF format and in the ODP format.
Introduction to Configuration Management
The main goal of Configuration Management it to provide information on the IT Infrastructure to all other processes and to the IT Management. Doing so it enables the control of the infrastructure by monitoring and maintaining information on:
- all the resources needed to deliver services
- Configuration Items (CI) status and history
- Configuration Item relationships
The goals, terminology and activities of configuration management are bundled in a PDF and ODP file. The PDF is in the Free Download Section, the ODP in the Buy-us-a-beer download section.
The Free download section
- Introduction to Configuration Management (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- Ready to use powerpoint presentation: Introduction to Configuration Management.
Click the Buy-now button to directly download this presentation.For access to the Buy-us-a-beer download section you need to log in or register!
Log in
Check the download page for instructions and a complete overview of available downloads.