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ITIL Foundation
The ITIL-process Security Management describes the structured fitting of information security in the management organization. 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. IT departments primarily have been self-contained entities that were focused strictly on running operating systems, mainframes, and min-computers, fixing desktop computers and maintaining other IT equipment, or developing in-house software.
ITIL's best practices fall into seven groups: service support, service delivery, infrastructure management, planning to implement service management, application management, business perspective and security management. The negative aspect is that many of the essential elements of PRINCE2 can be omitted sometimes resulting in a PINO project - Prince in Name Only. The overall approach to be taken is decided and the next stage of the project is planned. APM Group have defined the concept of a PRINCE2 Maturity Model.
Resilience: A measure of freedom from operational failure and a method of keeping services reliable. The plan defines the actions necessary to prevent, detect, and mitigate the effects of potential disasters.
The service desk is the single contact point for the customers to record their problems. The eSourcing Capability Model for Service Providers (eSCM_SP) and eSourcing Capability Model for Client Organizations (eSCM-CL) from the ITSqc for Sourcing Management. ITSM is related to the field of Management Information Systems (MIS) in scope.
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