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More than 100 tools are self-proclaimed ITSM tools - example 'ITSM systems' include FreshService, ServiceNow and Samanage. [5] Software vendors whose ITSM tools fulfill defined functional requirements to support a set of ITIL processes, can obtain official approval, allowing them to use Axelos trademarks and an "ITIL process compliant" logo ...
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.
For example, the IBM "Yellow Book" conception of change control (as a subset of resource control) was strictly concerned with the transfer of deliverables from projects into production. [2] Similarly, Schiesser in IT Systems Management defines Change Management as "a process to control and coordinate all changes to an IT production environment."
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.
Configuration items are represented by their properties. These properties can be common to all the configuration items (e.g. unique item code that we will generate, description of function, end of the lifecycle or business owner that is approving configuration item changes and technical owner, i.e. administrator, that is supporting it and implementing the changes).
At this point in the process, there are a number of response options available. Some of the options available are: Event logging: regardless of the event type, a good practice should be to record the event and the actions taken. The event can be logged as an Event Record or it can be left as an entry in the system log of the device.
Incident management is an important part of IT service management (ITSM) process area. [13] The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are ...
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