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: 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. 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). 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.
The core ITIL v2 (IT Infrastructure Library) components are contained within two main publications - ITIL Service Support & ITIL Service Delivery. Additional OGC publications include: ITIL Capacity Management Is the focal point for all IT performance and capacity issues. Though other technicians may do most of the work, overall responsibility lies with the Capacity Management process (both operational and developmental). Including; all hardware, all networking equipment, all peripherals, all software and personnel. Applications Management ITIL Configuration Management Provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of Configuration Items (CIs) in existence e.g., desktop PCs, Printers, Servers. 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 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. Service Support
Security Management Planning to Implement Service Management 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). 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 Configuration Management Provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of Configuration Items (CIs) in existence e.g., desktop PCs, Printers, Servers.
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. What is ITIL v2? ICT Infrastructure Management ITIL Financial Management for IT Services Incorporates budgeting, IT Accounting and Charging. Enables the organisation to fully account for the spend on IT services and to attribute these costs to the services delivered to the organisation’s Customers. To assist management decisions on IT investment by providing detailed business cases for changes to IT services. Security Management.
