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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 ...
ITIL 4 consists of 34 practices grouped into 3 categories: 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
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.
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.
The change request management process in systems engineering is the process of requesting, determining attainability, planning, implementing, and evaluating of changes to a system. Its main goals are to support the processing and traceability of changes to an interconnected set of factors. [1]
Within quality management systems (QMS) and information technology (IT) systems, change control is a process—either formal or informal [1] —used to ensure that changes to a product or system are introduced in a controlled and coordinated manner. It reduces the possibility that unnecessary changes will be introduced to a system without ...
In the ITIL model, a 'Service' is defined as, "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." [ 2 ] The meaning is thus highly business-focused and assumes some degree of outsourcing , although this may just be outsourcing from within the functional ...
According to the SIAM Body of Knowledge, [5] the term ‘service integration and management’ or SIAM, and the concept of SIAM as a management methodology originated in around 2005 from within the UK public sector, which was also the source of other best practice methodologies such as ITIL®.