Home » Posts tagged "service lifecycle" (Page 2)
May 17

Service Desk

May 17th, 2013 by

The Service Desk provides a central point of contact for all the users within an organization.  A log is maintained here to record and manage all Incidents, Service Requests, and Access Requests that occur during service delivery. In addition, the Service Desk provides an interface for all the processes and activities within the Service Operation phase of the Service Lifecycle.[...] Read More

May 15

IT Operations Management

May 15th, 2013 by

IT Operations Management is the Service Operation function that oversees the management and maintenance of the IT infrastructure. This function performs continuous operational activities; it is also responsible for controlling and maintaining the IT infrastructure to ensure that services are delivered as agreed upon in the Service Level Agreement.[...] Read More

May 10

Problem Management Process

May 10th, 2013 by

Within ITIL®, Problems are defined as the unknown cause of one or more Incidents. The Problem Management process is responsible for managing the Lifecycle of all Problems that may occur during service operations. The main focus of Problem Management is to prevent any interruption from occurring and to minimize the effects of Incidents that cannot be prevented. Many times when a Problem occurs, the cause may not be immediately known; therefore, this process is responsible for investigating the root cause(s) of Incidents.[...] Read More

May 8

Incident Management Process

May 8th, 2013 by

An Incident is defined as an unexpected interruption in the provision of IT services that can either prevent the service from continuing or reduce the quality of it. Once there is an interruption or disruption in a service, the client will contact the IT Service Desk for assistance, which will initiate the Incident Management process.[...] Read More

May 3

Access Management Process

May 3rd, 2013 by

The role of the Access Management process is to grant access rights to a service or group of services while preventing access to non-authorized users. The aim within this process is to maintain the confidentiality, availability and integrity of the data and intellectual property within an organization.[...] Read More

May 1

Request Fulfillment Process

May 1st, 2013 by

Request Fulfillment is the Service Operation process that addresses the needs of users in the organization. Service Requests are defined as any need the user may have during the provision of IT services.  This could be a Request for access to an IT service, a standard service to be performed, additional information, or guidance. Service Requests are normally addressed by the Service Desk and do not usually require the submission of a Request for Change (RFC).[...] Read More

Apr 29

Event Management Process

April 29th, 2013 by

Within the ITIL® Service Lifecycle, an Event is defined as a measurable or identifiable occurrence that is relevant to the management of the IT infrastructure and the overall provision of IT services.  These Events are usually messages or displays that are activated by the service, Configuration Items or monitoring tools.  Event Management is the Service Operation process responsible for managing Events throughout their Lifecycle.  The main purpose of Event Management is to detect Events, make sense of them, and estimate the adequate control action required. It is the basis for Operational Monitoring and Control.[...] Read More

Apr 26

Overview of Service Operation

April 26th, 2013 by

Service Operation coordinates and carries out activities and processes that are required to deliver and manage services at agreed levels to business users and customers. The processes and functions in Service Operation ensure that the services are delivered to customers and users in an efficient manner.[...] Read More

Apr 24

Knowledge Management

April 24th, 2013 by

High quality service provision is to some extent dependent on the skills of the employees involved in delivering these services. Employees that understand the respective needs of clients and can deliver those requirements are an excellent asset for any company to have.[...] Read More

Apr 3

Service Transition Overview

April 3rd, 2013 by

Service Transition is the phase in the Service Lifecycle in which services that are needed by the business are put into operational use. The Service Transition publication provides guidelines on how the requirements defined in the Service Strategy phase and coded into the Service Design Packages can be transitioned effectively into Service Operation.  In addition, Service Transition explores how errors, disruptions, and risks of failure can be reduced.[...] Read More