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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.
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.
[citation needed] At that time, ITIL lacked specific guidance for application design, development, maintenance and support. Newer ITIL versions, particularly V3, have increasingly addressed the Application Development and Application Management domains; the ASL BiSL Foundation has published a white paper comparing ITIL v3 and ASL. [1]
The Operate Phase deals with the efficient operation, monitoring, and support of deployed services in line with agreed-to service level agreement (SLA) targets. The Manage Layer helps users establish an integrated approach to IT service management activities through the use of risk management, change management, and controls. It also provides ...
IT portfolio management is an enabling technique for the objectives of IT Governance. It is related to both IT Service Management and Enterprise Architecture, and is seen as a bridge between the two. ITIL v3 calls for Service Portfolio Management which appears to be functionally equivalent. [13]
The fields of IT management and IT service management rely on IT infrastructure, and the ITIL framework was developed as a set of best practices with regard to IT infrastructure. The ITIL framework assists companies with the ability to be responsive to technological market demands.
Oblicore, Inc. is a US-based provider of service level management software built around the ITIL v3 framework. The company was founded in 2000 [2] to address the burgeoning Service Level Management and Business Services Markets. [3]
ITIL security management describes the structured fitting of security into an organization. ITIL security management is based on the ISO 27001 standard. "ISO/IEC 27001:2005 covers all types of organizations (e.g. commercial enterprises, government agencies, not-for profit organizations). [ 1 ]
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