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 Support – What is ITIL v2? 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. ICT Infrastructure Management 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. 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.
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.
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. Service Support Service Support What is ITIL v2?
The Business Perspective 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. 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.
