ITIL - 1

IT Governance Model

CMMI

ITIL - 2

ITIL Book

Source: http://en.wikipedia.org/wiki/ITIL

ITIL - 3

ITIL - 4

High-Level Process Model

ITIL - 5

The Deming Cycle

ITIL - 6

ITIL Support Model

ITIL - 7

ITIL Roadmap

ITIL - 8

ITIL - 9

From Incident(s) To A Problem To A Known Error To A Change

ITIL - 10

The Service Delivery Process Model

ITIL - 11

Terminologies

• Service Level Agreement (SLA)• Operational Level Agreement (OLA)• Underpinning Contract (UC)• Service Catalog• Service Improvement Program (SIP)• Service Level Requirements (SLR)

– http://www.itilpeople.com/Glossary.htm

ITIL - 12

ITIL - 13

• Defines the default services with the default levels of service and the options