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. ICT Infrastructure Management Applications Management 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. Service Support – Applications Management.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. 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.
Security Management 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 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.
