Cause, an interruption to, or a reduction in, the quality of that service’. The aim of the Incident Management Process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Service Desk Customer-facing and focused on its main objectives which are to drive and improve service to and on behalf of the business. Operationally, its objective is to provide a single point of contact (SPOC) providing advice, guidance and the rapid restoration of normal services to its Customers and Users.ITIL Change Management The purpose of CM is to ensure that standardised methods and procedures are used for efficient and prompt handling of all changes, in order to minimise the impact of change-related Incidents on service quality. Risk Management. The Business Perspective 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.
ITIL IT Service Continuity Management Supports the overall Business Continuity Management process by ensuring that the required IT technical and services facilities - including computer systems, networks, applications, telecommunications, technical support and Service Desk - can be recovered within required, and agreed, business timescales. Service Support ITIL® stands for the IT Infrastructure Library. It emerged during the 1980’s in the UK as a set of high level processes for providing consistent, low risk IT service management to an organisation. The copyright is owned by the Office of Government Commerce [OGC (formerly known as CCTA)] and is covered in several publications from the British Standards Institution (BSI). What is ITIL v2? All the above ITIL v2 material is available as a set of books and on CD. The latter may be purchased for stand alone or networked use.
To purchase these books or CD sets, go to our bookshop and use the search function. Security Management The core ITIL v2 (IT Infrastructure Library) components are contained within two main publications - ITIL Service Support & ITIL Service Delivery.
