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. 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. The 11 core ITIL v.2 components (functions and process areas) are: 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.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 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.
