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ITIL4 key concepts.pdf

  • 1. Offre de Services Provider Consumer Parties Prenantes Externe Client Utilisateur Sponsor Interne Interne Externe Partagé By N.IDBOUFKER (https://www.linkedin.com/in/idboufkernoureddine/) Fonctions organisationnelles Quoi Pour Qui Comment Produits Configuration Processus Ressources Humaines Technologie Information Service Service Valeur Modèle de Relation de Service Fourniture (provisioning) de services Consommation de services Gestion des relations de service Co-créer Coûts Risques Outcome ITSM Accès aux Ressources Biens Actions de service