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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.
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).
The Application Services Library (ASL) is a public domain framework of best practices used to standardize processes within Application Management, the discipline of producing and maintaining information systems and applications.
Configuration Identification (CI): consists of setting and maintaining baselines, which define the system or subsystem architecture, components, and any developments at any point in time. It is the basis by which changes to any part of a system are identified, documented, and later tracked through design, development, testing, and final delivery.
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.
SIAM is a rapidly developing area of service management, and one that is closely associated with multiple disciplines including IT service management, enterprise architecture, organisational change management, quality management and risk management. [1]
An architectural model (in software) contains several diagrams representing static properties or dynamic (behavioral) properties of the software under design [1] [2] [3]. The diagrams represent different viewpoints of the system and the appropriate scope of analysis. The diagrams are created by using available standards in which the primary aim ...
This database acts as a data warehouse for the organization and also stores information regarding the relationships among its assets. [2] The CMDB provides a means of understanding the organization's critical assets and their relationships, such as information systems , upstream sources or dependencies of assets, and the downstream targets of ...