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The Service Portfolio is described in the ITIL books Service Strategy and Service Design. [1] The Service Portfolio is the core repository for all information for all services in an organization. Each service is listed along with its current status and history. The main descriptor in the Service Portfolio is the Service Design Package (SDP).
Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions (request fulfillment) supported by a Service catalog and CMDB. For a summary of the functionality, screenshots, data sheets, white papers and more information refer to the sources listed above.
The Service Design Package ( SDP) contains the core documentation of a service and is attached to its entry in the ITIL Service Portfolio . The SDP is described in the book Service Design, one of the five books that comprises the core of ITIL . The SDP follows the lifecycle of a service from when it is first suggested as a possibility to when ...
Service delivery platform. A service delivery platform (SDP) is a set of components that provides a service (s) delivery architecture (such as service creation, session control and protocols) for a type of service delivered to consumer, whether it be a customer or other system. Although it is commonly used in the context of telecommunications ...
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.
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. [1]Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management, and the two terms are sometimes used interchangeably.
Service delivery framework. A service delivery framework (SDF) is a set of principles, standards, policies and constraints to be used to guide the designs, development, deployment, operation and retirement of services delivered by a service provider with a view to offering a consistent service experience to a specific user community in a ...
Infra Corporation is a division of EMC Corporation that produces infraEnterprise, which is a multi-tier web-based IT Service Management software tool. The software is based on ITIL and it implements a number of ITIL processes, including Service Desk management (including Incident Management and Problem Management), Change Management, Release Management, Configuration Management (including ...