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ISO/IEC TS 20000-11:2021 is a Technical Specification that provides guidance on the relationship between ISO/IEC 20000-1:2011 and a commonly used service management framework, ITIL 4. ISO/IEC 20000-14: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: Service Integration and Management
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.
Internal e-mail is subject to multiple security risks, requiring corresponding security plan and policies. In this example the ITIL security Management approach is used to implement e-mail policies. The Security management team is formed and process guidelines are formulated and communicated to all employees and providers.
Responding to growing dependence on IT, the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s developed a set of recommendations designed to standardize IT management practices across government functions, built around a process model-based view of controlling and managing operations often credited to W. Edwards Deming and his plan-do-check-act (PDCA) cycle.
Allowing the retained organisation to focus on IT strategy, business relationship management, enterprise architecture, and governance. Having the ability to utilise suppliers who are either best-of-breed or specialists, experts in niche technologies, or who can bring individual strengths to specific service offerings.
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 ...
The Information Services Procurement Library (ISPL) is a best practice library for the management of Information Technology related acquisition processes (derived from Euromethod). It helps both the customer and supplier organization to achieve the desired quality using the corresponded amount of time and money by providing methods and best ...
CMDBs can be used for many things, including but not limited to: business intelligence, software and hardware builds, inventory, [4] impact analysis for change management, [5] and incident management. In the context of ITIL, the use of CMDBs is as part of infrastructure operations and support. The CMDB represents the authorized configuration of ...