itil - 1 it governance model cmmi. itil - 2 itil book source:
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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
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The Deming Cycle
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ITIL Support Model
ITIL - 7
ITIL Roadmap
ITIL - 8
ITIL - 9
From Incident(s) To A Problem To A Known Error To A Change
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The Service Delivery Process Model
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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
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• Defines the default services with the default levels of service and the options
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