Predefined Content Guide › ITILv3 Content Reference

ITILv3 Content Reference

The predefined content package is structured as illustrated below:

ITIL Service Operations is a template library that reflects the phase of the ITSM Lifecycle responsible for 'business-as-usual' activities. Template Folders within this library focus on an organizations day-to-day activities and infrastructure used to deliver services.

ITIL Service Operations contains the following template folders:

• Generic Samples containing the following service level templates:
  • Generic Samples

  This service level template contains a metric that demonstrates how to use the Success Calculation Module.

• Service Delivery containing the following service level templates:
  • Availability Management
  • Capacity & Performance Management

  Each of these service level templates contains metrics that help in the management of the IT services themselves.

• Service Support containing the following service level templates:
  • Change Management
  • Configuration Management
  • Incident Management
  • Incident Management – Multi Timeslot
  • Problem Management
  • Service Desk Management

  Each of these service level templates contains metrics that help verify IT services are provided.

This section contains the following topics:

Generic Samples Template Folder

Service Delivery Template Folder

Service Support Template Folder