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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 framework with 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.
Service Management Functions. MOF organizes IT activities and processes into Service Management Functions (SMFs) which provide operational guidance for capabilities within the service management environment. Each SMF is anchored within a related lifecycle phase and contains a unique set of goals and outcomes supporting the objectives of that phase.
ITIL specifies the use of a configuration management system (CMS) or configuration management database (CMDB) as a means of achieving industry best practices for Configuration Management. CMDBs are used to track Configuration Items (CIs) and the dependencies between them, where CIs represent the things in an enterprise that are worth tracking ...
It is composed of various disciplines, including Systems Management, Application Management (framed by ASL), Facility Management, and IT Service Management (framed by ITIL). Information Management representing 'Demand' Information Management is the domain that frames the specification of the functional requirements that the IT services have to ...
Service integration and management functions have to manage these key issues in order to prevent common issues with SIAM and realize its key benefits. Some common issues include: Individual teams (both in-house and outsourced) can act autonomously and lack coordination.
An IT service catalog is a subset of an enterprise service catalog and is defined by ITIL, by the book Service Design, to be an exhaustive list of IT-only services that an organization provides or offers to its employees or customers. The catalog is the only part of the Service Portfolio that is published to customers and is used to support the ...
For the technical implementation of web services etc., see Service-oriented (business computing). Subcategories This category has the following 2 subcategories, out of 2 total.
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