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ITIL Process
The goal of 'Problem Management' is to resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. Primarily as a support to other processes, both in Infrastructure Management and Service Management, Technical Support provides a number of specialist functions: Research and Evaluation, Market Intelligence (particularly for Design and Planning and Capacity Management), Proof of Concept and Pilot engineering, specialist technical expertise (particularly to Operations and Problem Management), creation of documentation (perhaps for the Operational Documentation Library or Known Error Database). In December 2005, the OGC issued notice of an ITIL refresh, commonly known as ITIL v3, which became available in May 2007.
IT Service Management provides a framework to manage IT processes in an efficient and effective manner. The Service Delivery discipline is primarily concerned with the proactive and forward-looking services that the business requires of its ICT provider in order to provide adequate support to the business users. Project management is a complex discipline and it would be wrong to assume that blind application of PRINCE2 will result in a successful project. When protecting information it is the value of the information that has to be protected.
One way ITSC managers can make sure that ITSCM is effective is through continued communication with the other IT service management (ITSM) processes. ITSM is related to the field of Management Information Systems (MIS) in scope.
The ultimate goal of the recovery plan is to maintain service continuity. It helps to have a pre-defined process in place to help the organization recover to normal operating procedures after a disaster. One of the activities to be conducted is developing implementation plans, including the emergency response plan, the damage assessment plan, and the salvage plan.
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