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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.
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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.
[citation needed] At that time, ITIL lacked specific guidance for application design, development, maintenance and support. Newer ITIL versions, particularly V3 , have increasingly addressed the Application Development and Application Management domains; the ASL BiSL Foundation has published a white paper comparing ITIL v3 and ASL.
The last upgrade was done in March 2014 to introduce classes of assessment aligned with the requirements of the ISO/IEC 3300x [5] series, evolution of the ISO/IEC 15504. On 1 January 2015, the Public Research Centre Henri Tudor and the Public Research Center Gabriel Lippmann merged to form a new RTO (Research and Technology Organisation), the ...
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ITIL version 3 views capacity management as comprising three sub-processes: business capacity management, service capacity management, and component capacity management. As the usage of IT services change and functionality evolves, the amount of central processing units (CPUs), memory and storage to a physical or virtual server etc. also changes.
ITIL specifies the use of a configuration management system (CMS) or configuration management database (CMDB) as a means of achieving industry best practices for Configuration Management. CMDBs are used to track Configuration Items (CIs) and the dependencies between them, where CIs represent the things in an enterprise that are worth tracking ...