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A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
Configuration Management (CM) is an ITIL-specific ITSM process that tracks all of the individual CIs in an IT system which may be as simple as a single server, or as complex as the entire IT department. In large organizations a configuration manager may be appointed to oversee and manage the CM process.
Specify IT service management processes and procedures to be deployed across the enterprise and ensure they are followed. Act as the central point of control between IT demand and IT supply. Play a pivotal coordinating role in all service management processes.
Configuration items are represented by their properties. These properties can be common to all the configuration items (e.g. unique item code that we will generate, description of function, end of the lifecycle or business owner that is approving configuration item changes and technical owner, i.e. administrator, that is supporting it and implementing the changes).
Change management is an IT service management discipline. The objective of change management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service. Changes in ...
There are 5 processes within the Management Processes cluster. The processes in this cluster are used in the management of the activities within the clusters on the operational level. The processes are located on the tactical level, are used for steering the operational processes. The processes included are: Contract Management; Planning and ...
This process sets up the organizations for information security. For example, in this process the structure the responsibilities are set up. This process ends with security management framework. Reporting In this process the whole targeting process is documented in a specific way. This process ends with reports.