Ingin tahu apakah ITIL itu? dan mengapa semua orang sekarang berlomba-lomba ingin mengetahui tentang ITIL, serta bagaimana ITIL itu dapat membantu setiap orang dalam kegiatan sehari-hari.
Mengapa ITIL sangat diperlukan oleh para praktisi IT?
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Which ITIL Process Should I Implement First?
by: Arno Esterhuizen
Some ITIL consultants propose that one must start with Service Level Management. Theoretically, it would be the perfect option, but how are you going to negotiate SLA’s on your MTTR (Mean Time To Repair) if you are not measuring your MTTR through Incident management. This way you will get an idea of your capabilities and of what a realistic MTTR would be for your support teams. It may however be a good idea to start with a Service Catalogue, but that is only one aspect of Service Level Management and not a process.
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What is ITIL (and what it’s not!)
by: Robin Yearsley
As a qualified and experienced ITIL Consultant - I’d like to set the record straight on a few points.
The IT Infrastructure Library (ITIL) is an excellent set of best practices, carefully organized and edited to provide readers with information and structure for how to plan, implement, maintain and improve the service delivered to an organizations customers.
ITIL is owned by the Office of Government Commerce (OGC) and is copyright and trademark protected. The IT Service Management Forum (itSMF) is the leading, independent, not for profit, organization that is owned and run by it’s worldwide members – to promote and exploit the benfits of ITIL.
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