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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.
Security requirements defined in service level agreements (SLA) and other external requirements that are specified in underpinning contracts, legislation and possible internal or external imposed policies. Basic security that guarantees management continuity. This is necessary to achieve simplified service-level management for information security.
The operations architecture is the technical implementation of an IT governance framework such as ITIL. Specifically, it is the solution design for IT service management. While IT service management focuses on the conceptual design of the IT service, operations architecture focuses on the technical practicalities of implementing this concept.
ITIL The Service Management Framework; ISO/IEC 20000 – An international standard for IT service management; Muda - In a Lean framework, most of ITIL would be seen as Type I Muda: unavoidable, but not value-added work. Performance engineering; RPR problem diagnosis; Tudor IT Process Assessment – An framework for assessment of IT service ...
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 ...
ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL framework, [citation needed] although it equally supports other IT service management frameworks and approaches including Microsoft Operations Framework and components of ISACA's COBIT framework. The differentiation ...
Axelos, the current owners of ITIL have published several white papers on SIAM. In an organisational ecosystem using processes based on ITIL, SIAM capabilities are needed to align processes across service providers. ITIL is less applicable in situations where SIAM is being applied to non-IT services.
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