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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.
There are 4 processes within the Application Support cluster. The processes in the Service Organisation cluster support the daily use of the information systems. The processes in this cluster are: Use Support; Configuration Management; IT Operation Management; Continuity Management; These processes have as well been defined in the ITIL framework.
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.
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.
The IT Service Management Forum (itSMF) is an independent, international, not-for-profit organization of IT service management (ITSM) professionals worldwide. [1] Around the operation of IT services the itSMF collects, develops and publishes best practices, supports education and training, discusses the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions.
Completed in early 2008, MOF 4.0 integrates community-generated processes; governance, risk, and compliance activities; management reviews, and Microsoft Solutions Framework (MSF) best practices. The guidance in the Microsoft Operations Framework encompasses all of the activities and processes involved in managing an IT service: its conception ...
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 ...
Incident management is an important part of IT service management (ITSM) process area. [13] The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are ...