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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.
A managed IT services provider is a third-party service provider that proactively monitors & manages a customer's server/network/system infrastructure, cybersecurity and end-user systems against a clearly defined Service Level Agreement (SLA). [7]
ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a 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. [1] ITIL describes best practices, including ...
The information technology is typically delivered as a managed service with a clear IT services catalog and pricing associated with each of the catalog items. At its core, ITaaS is a competitive business model where businesses have many options for IT services and the internal IT organization has to compete against those other external options ...
Tier II (or Level 2, abbreviated as T2 or L2) is a more in-depth technical support level than Tier I and therefore costs more as the technicians are more experienced and knowledgeable on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting ...
However, this increase requires business and technology management to work as a creative, synergistic, and collaborative team instead of a purely mechanistic span of control. [3] Historically, one set of resources was dedicated to one particular computing technology, business application or line of business, and managed in a silo-like fashion. [4]
The revision was released in July 2018. From that point certified entities enter a three-year transition period to update to the new version of ISO 20000-1, ISO/IEC 20000-1:2018 – Information technology — Service management — Part 1: Service management system requirements.
ASP—Application Service Provider; ASR—Asynchronous Signal Routine; AST—Abstract Syntax Tree; AT—Advanced Technology; AT—Access Time; AT—Active Terminator; ATA—Advanced Technology Attachment; ATAG—Authoring Tool Accessibility Guidelines; ATAPI—Advanced Technology Attachment Packet Interface; ATM—Asynchronous Transfer Mode ...