Ad
related to: problem management definition itil framework
Search results
Results from the WOW.Com Content Network
ITIL (previously and also known as Information Technology Infrastructure Library) is framework with 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.
IT Operation Management; Continuity Management; These processes have as well been defined in the ITIL framework. The processes are similar, but are viewed from another point of view [which?], therefore the activities in each of these processes may differ from the activities in an ITIL-environment. [citation needed]
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.
The ITIL Service Operation manual describes the purpose of a Problem-Solving Group as follows: The actual solving of problems is likely to be undertaken by one or more technical support groups and/or suppliers or support contractors – under the coordination of the Problem Manager.
The scope of ITIL is larger than that of integrated management. However, event correlation in ITIL is quite similar to event correlation in integrated management. In the ITIL version 2 framework, event correlation spans three processes: Incident Management, Problem Management and Service Level Management.
ITIL Service Operations implies that grey problems should be handled through a Problem Solving Group under the direction of the Problem Management function. In practice, even those IT organisations that have adopted ITIL rarely have a procedure to handle a grey problem, leaving it to bounce between Technical Support Teams as each denies that their technology is to blame.
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 ...
Problem management policies and procedures - controls designed to identify and address the root cause of incidents. Technical support policies and procedures - policies to help users perform more efficiently and report problems. Hardware/software configuration, installation, testing, management standards, policies, and procedures.
Ad
related to: problem management definition itil framework