ITIL Service Level Management The name given to the process of planning, co-ordinating, agreeing, monitoring and reporting on SLAs - internally with the business or externally with 3rd party providers. Additionally, the on-going review of service achievements ensuring the required service quality is maintained and gradually improved. SLAs provide the basis for managing the relationship with the Customer. Service Support ITIL Problem Management Meant to be both reactive and proactive. It’s goal is to minimise the adverse impact of Incidents and Problems (that require root cause analysis) on the business that are caused by errors within the IT infrastructure and, to prevent recurrence of these errors.The 11 core ITIL v.2 components (functions and process areas) are: The British Standards Institute (BSI) published the Code of Practice for IT Service Management in 1998 (PD0005) and subsequently the British Standard (BS15000) was launched in November 2000. Both publications are based entirely on the ITIL guidelines, particularly focusing on Service Support & Delivery. BS15000 as at 2007 was replaced by ISO 20000 - The international Standard for IT Service Management. Publications from both the BSI and OGC are complementary sets. The core ITIL v2 (IT Infrastructure Library) components are contained within two main publications - ITIL Service Support & ITIL Service Delivery. Additional OGC publications include.
