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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.
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.
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.
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 ...
Configuration Management (CM) is an ITIL-specific ITSM process that tracks all of the individual CIs in an IT system which may be as simple as a single server, or as complex as the entire IT department. In large organizations a configuration manager may be appointed to oversee and manage the CM process.
The security management process relates to other ITIL-processes. However, in this particular section the most obvious relations are the relations to the service level management, incident management and change management processes.
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.
Whilst ITIL provides high level guidance on many aspects of IT management relevant to SIAM it does not currently do so in the context of a multi-supplier eco-system. Axelos , the current owners of ITIL have published several white papers on SIAM.
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