|
ITIL User Groups And Chicago
ITIL, otherwise known as IT Infrastructure Library,is a concept that has revolutionized IT departments around the world. ITIL is owned by the United Kingdom's Office of Government Commerce. The OGC's site provides information on how to get ITIL documentation. There's also a handbook for implementing ITIL. One of the primary benefits claimed by proponents of ITIL within the IT community is its provision of common vocabulary, consisting of a glossary of tightly defined and widely agreed terms.
Many organistaions are now planning To Implement Service Management. Problem control identifies the root cause of incidents and reports it to the service desk. PRINCE2 covers the management, control and organisation of a project. To a business, customers and users are the entry point to the process model.
The problem management process is intended to reduce the number and severity of incidents and problems on the business, and report it in documentation to be available for the first-line and second line of the help desk. Incidents initiate a chain of processes: Incident Management, Problem Management, Change Management, Release Management and Configuration Management (see following sections for details).
Undertaking initial tests - Undertaking initial tests typically involves performing some initial testing of procedures before they are finalized. After implementation has been completed, the process needs to be maintained as part of business as usual. A contract could be a support or maintenance agreement, and it should be capable of supporting targets agreed to in service level agreements (SLAs).
|
