1. Was ist ITIL ? ITIL - IT Infrastructure Library
eine LISTE aller typischen Aufgaben in der IT (nicht nur Betrieb)
Hersteller-, Branchen- und Organisations-unabhängiger Standard
Best Practice Aspekte & Hinweise zur
konkreten Umsetzung
Band 3-15
Service Support
Incident Management
Problem Management
Configuration Mgmt.
Change Management
Release Management
Band 1
Service Delivery Capacity Mgmt.
Availability Mgmt.
Service Level Mgmt.
Service Continuity Mgmt.
Financial Mgmt.
Customer Relationship Mgmt.
Band 2

2. ITIL Prozess-Modell (Beispiel)
Prozessmodell der Fa. Lufthansa (Betrieb ist outgesourced)

3. ITIL Prozess-Modell (Beispiel)
Prozessmodell mit Fokus auf reines IT Service Management
Relationship Management
Incident Management
Availability Management
Cost Mgmt
Contingency Planning
Strategy
Human Resource Mgmt
Architecture & Standards
Costs & Finance
Service Build&Test
Service Design
Problem Management
Operations Management
Configuration Mgmt
Change Management
Software Control & Distribution
Service Level Management
RfC
IT Service Management

4. Vorschlag IT Process Map FI
Account Mgmt
Service Development
Service Planning
User
Services
Customer
Manager
Strategic Processes
Relationship Management
Incident Management
Availability & Contingency Management
Cost Mgmt
Capacity Mgmt
Strategy
Human Resource Mgmt
Architecture & Standards
Costs & Finance
Service Build&Test
Service Design
Problem Management
Operations Management
Configuration Mgmt
Change Management
Software Control & Distribution
Service Level Management
RfC
Operational Processes