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IT Service Management Forum
Although ITIL was originally defined in the UK, ITIL is becoming the defacto global standard for ITSM and has strong support in the US, Europe, Asia and Australia. The IT Service Delivery group supports the planning and delivery of IT services and consists of Service Level, Availability, Capacity, IT Service Continuity and Financial Management processes. In a recent survey, seventy-seven percent of survey respondents either agreed or strongly agreed that "ITIL does not have all the answers".
The books are not affordable for non-commercial users. "ICT" is an acronym for "Information and Communication Technology". IT Service Management provides a framework to manage IT processes in an efficient and effective manner. The enhanced Telecom Operations Map eTOM published by the TeleManagement Forum offers an alternative framework aimed at telecommunications service providers.
ITIL Service Support Processes include Incident Management, Problem Management, Configuration Management, and Change Management. The relationship of ITSM to the field of Enterprise Architecture is unclear.
The "Service Management" section of ITIL version 2 was made up of eleven different disciplines, split into two sections, Service Support and Service Delivery. Once completed, the UCs should be listed in the configuration management database and linked to the recovery plan and the associated SLAs. The objectives of the Service Manager Level certification are to plan the ITSM processes, and support the optimization of those processes.
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