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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.
In IT service management, a service is something provided by people to other people. Certain frameworks to describe IT service management use the term service description; for instance, it may be a standard part of a service level agreement. [1]
General management practices: some examples are: Strategy management, Portfolio management, Architecture management and Risk management; Service management practices: examples are: Service-level management, Availability management and Capacity and performance management; Technical management practices: including three practices: Deployment ...
It is the central reference point for all documentation of a service, so it contains many links to other documents. A description of the sort of information that should be kept in an SDP is found in Appendix A of the Service Design book. [1] The main categories described are: Service lifecycle plan; Service programme; Service transition plan
Each service within the catalog typically includes traits and elements such as: Clear ownership of and accountability for the service (a person and often an organization). A name or identification label for the service. A description of the service. A service categorization or type that allows it to be grouped with other similar services.
IT Management refers to IT related management activities in organizations. MIS is focused mainly on the business aspect, with a strong input into the technology phase of the business/organization. A primary focus of IT management is the value creation made possible by technology. This requires the alignment of technology and business strategies.
ISO/IEC 20000 is the international standard for IT service management.It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. [1] It was originally based on the earlier BS 15000 that was developed by BSI Group.
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.