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ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. It was designed to allow organizations to establish a baseline. It is used to demonstrate compliance and to measure improvements. There is no formal independent third-party compliance assessment available to demonstrate ...
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. User refers to the actual user of the service ...
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 ...
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).
A service catalog (or catalogue ), is an organized and curated collection of business and information technology services within an enterprise. Service catalogs are knowledge management tools which designate subject matter experts (SMEs) who answer questions and requests related to the listed service. Services in the catalog are usually very ...
Service integration and management. Service Integration and Management (SIAM) is an approach to managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organization. It aims at seamlessly integrating interdependent services from various ...
v. t. e. Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer point of view. The aim of high-performance service management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply ...
Incident management ( IM) is an IT service management (ITSM) process area. [ 1] 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 maintained.