IITIL Incident Management An incident is defined as ‘any event which is not part of the standard operation of a service and which causes, or may 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. Applications Management The core ITIL v2 (IT Infrastructure Library) components are contained within two main publications - ITIL Service Support & ITIL Service Delivery.Additional OGC publications include: 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. Applications Management Service Support Applications Management.
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. Service Support Applications Management Service Support .
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. 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 core ITIL v2 (IT Infrastructure Library) components are contained within two main publications - ITIL Service Support & ITIL Service Delivery. Additional OGC publications include:
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 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. Service Delivery – Service Delivery – The core ITIL v2 (IT Infrastructure Library) components are contained within two main publications - ITIL Service Support & ITIL Service Delivery. Additional OGC publications include:
