The IT Infrastructure Library (ITIL) is known as among the most extensively approved approaches to IT Service Management (ITSM) on the planet. Important ideas as well as aspects inside ITIL V3 contain the Service Desk, Incident Management, Problem Management, along with Change Management.
The Service Desk
The Service Desk is considered a single point of contact for users to give report Incidents, submit Service Requests, or ask general questions. It is the responsibility of the Service Desk to log all Requests and Incidents, providing first-line investigation and diagnosis into Incidents, escalating Incidents and Requests when needed, and giving users information about their Incidents and Requests.
Incident Management
As identified in ITIL, an Incident is â€Å"an unexpected disturbance to an IT service or a decline in the grade of an IT service." Put simply, an Incident is a hindrance or interference which could cause side effects to the normal business performance or operations. It's among the major targets of the Incident Management process to re-establish normal service levels within the speediest means possible with simply tiny trouble or interruption with other business processes.
Problem Management
A Problem is described as â€Å"a cause of 1 or even more Incidents." It's the obligation of the problem Management team to research the source of the Incident. Problem Management functions to avoid Problems and resulting Incidents from happening along with lessen the effect of Incidents which can't be prevented.
Change Management
In ITIL, a Change is defined as the addition, modification or removal of anything that could have an effect on IT services." It is the responsibility of the Change Management to handle the lifecycle of all Changes. It is also the job of the Change Management to ensure that beneficial Changes are made while causing minimal disruption or interruption to IT services. To do this, all Changes must be documented, assessed, authorized, tested, implemented, and reviewed in a controlled and organized approach.
The Service Desk
The Service Desk is considered a single point of contact for users to give report Incidents, submit Service Requests, or ask general questions. It is the responsibility of the Service Desk to log all Requests and Incidents, providing first-line investigation and diagnosis into Incidents, escalating Incidents and Requests when needed, and giving users information about their Incidents and Requests.
Incident Management
As identified in ITIL, an Incident is â€Å"an unexpected disturbance to an IT service or a decline in the grade of an IT service." Put simply, an Incident is a hindrance or interference which could cause side effects to the normal business performance or operations. It's among the major targets of the Incident Management process to re-establish normal service levels within the speediest means possible with simply tiny trouble or interruption with other business processes.
Problem Management
A Problem is described as â€Å"a cause of 1 or even more Incidents." It's the obligation of the problem Management team to research the source of the Incident. Problem Management functions to avoid Problems and resulting Incidents from happening along with lessen the effect of Incidents which can't be prevented.
Change Management
In ITIL, a Change is defined as the addition, modification or removal of anything that could have an effect on IT services." It is the responsibility of the Change Management to handle the lifecycle of all Changes. It is also the job of the Change Management to ensure that beneficial Changes are made while causing minimal disruption or interruption to IT services. To do this, all Changes must be documented, assessed, authorized, tested, implemented, and reviewed in a controlled and organized approach.
About the Author:
Learn more concerning how ITIL ideas can aid enhance your business operations by getting in contact with Ashford Global IT now!
0 comments:
Post a Comment