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D Marche ITIL
ITIL Mississauga CbtThe Service Support ITIL discipline is focused on the User of the ICT services and is primarily concerned with ..... The ITIL recommendations were developed in the 1980s by the UK Government's CCTA in response to the growing dependence on IT and a recognition that without standard practices, government agencies and private sector contracts were independently creating their own IT management practices and duplicating effort within their Information and Communications Technology (ICT) projects resulting in common mistakes and increased costs. ITIL v3 initially includes five core texts. The current move towards ISO/IEC 27001 may require some revision to the ITIL Security Management best practices which are often claimed to be rich in content for physical security but weak in areas such as software/application security and logical security in the ICT infrastructure.
The goal of Change Management is to ensure that standardized methods and procedures are used for efficient handling of all changes, in order to minimize the impact of change-related incidents and to improve day-to-day operations. The high level activities are Risk Analysis, Contingency Plan Management, Contingency Plan Testing, and Risk Management. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant. There is always risk associated with any work and this must be analysed.
Several benchmarks and assessment criteria have emerged that seek to measure the capability of an organisation and the maturity of its approach to service management. Service Desk: not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, Service Level Management, Configuration Management, Availability Management, Financial Management and IT Services Continuity Management.
An operating system image can also contains specific applications. The Helpdesk Institute (HDI) have produced a support centre focussed approach to Service Management loosely based on ITIL. IT Service Management is often equated with the Information Technology Infrastructure Library, (ITIL), an official publication of the Office of Government Commerce in the United Kingdom.
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