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ITIL
➣ Hardware
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➣ Communications
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➣ Documentation
➣ People
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ISO ITIL
➣ Processes
➣ Processes in Place ➣ Documentation
➣ Documented ➣ Training
➣ Trained ➣ Integrated
➣ Followed ➣ Best Practice
➣ Corporate Certification ➣ Individual Certification
SERVICE VISION
PROCESSES
PROCEDURES
TASKS
Aliant Telecom Services & Solutions
Definitions
➣ QUALITY is the totality of features & characteristics of a
product or service that bears on its ability to meet a
stated or implied need (ISO 8402)
➣ Activities
◆ Identification
◆ Control
◆ Status Accounting
◆ Verification
◆ Management Information
➣ Activities
◆ Communications & Promotion
◆ Accessibility to Users
◆ Managing Incident Control
◆ Provide Continuity: Restore Service ASAP
◆ Management Information