November 2013 : « ITIL and SLA » by Didier Petitjean – Orange

1. Information Technology Infrastructure Library

  • IT service & service managementPentax Digital Camera
  • What is ITL ?
  • Philosophy – 6 items
  • Terminology – 5 items
  • Vocabulary
  • Synthesis & Benefits

 2. ITIL & SLA

  • Service design
  • Service Level Management
  • Service Level Agreement
  • Uses in the ITIL model – 6 items
3. Implementation & examples
  • IT management benefits
  • A practical guide for implementing SLA & Template example
  • Green SLA
  • Examples in Orange business services