Service Design is one stage in the ITIL® Service Lifecycle. This phase provides direction on the design and development of services and Service Management processes as well as all fundamental factors related to Service Delivery.  The principal aim of Service Design is to create IT services that meet the business’s requirements and produce customer satisfaction. This phase also ensures that services are reliable, flexible and of high quality. However, the extent of Service Design is not restricted to new services. It consists of changes, modifications, and improvements made to existing services to maintain and improve customer satisfaction.[...] Read More

ITIL® is the most widely accepted framework in the world for IT Service Management. This framework is used by many organizations to establish and improve the service standards within the organization. When we talk about the core of ITIL, we must include the five stages of the Service Lifecycle: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.[...] Read More

In an effort to reach the most students and get them the training they need, Ashford Global IT (AGIT) offers several methods of training: open-enrollment courses held across the United States, onsite training, virtual instructor-led courses, and self-paced training.[...] Read More

Problem Management is a key process in the Service Operation phase of the Service Lifecycle.  Problem Management is responsible for managing the lifecycle of all Problems.  In ITIL®, a Problem is defined as “the unknown cause of one or more Incidents.” This process entails activities and analyses to identify the cause of Incidents, establish suitable resolutions and workarounds, and implement the proper resolution through the appropriate procedures, including Change Management. Problem Management works closely with Knowledge Management to maintain information about Problems and workarounds.[...] Read More

Over the years, many frameworks have been developed and adopted to define production standards as well improve services. ITIL®, ISO/IEC 20000, MOF, and CMMI are just some of the frameworks that have been introduced to help organizations achieve quality IT Service Management (ITSM). However, all these frameworks lack a common factor – they do not explain how processes can be designed, re-engineered, and/or improved.[...] Read More

IT Operations Management is the ITIL® function responsible for an organization’s day-to-day operational activities that are needed to manage and maintain the IT infrastructure.  This is done to ensure that services are delivered at the agreed upon level.  IT Operations Management focuses on:[...] Read More

Technical Management is the Service Operation function that handles the departments, teams, or groups in an organization. These groups provide management for the IT infrastructure through their technical expertise. This function, like others in the ITIL® Service Lifecycle, has a dual function. Technical Management is the holder of technical expertise and knowledge, ensuring that the knowledge is identified and refined as it is required for designing, testing, managing and improving the IT services of the organization. This function also operates to provide resources in support of the Service Lifecycle, which guarantees that everything related to technical information is properly delivered and in support of IT services.[...] Read More