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ITIL topics on 'management'

ITIL - Alignment
Each of the ITIL stages has its own processes and users who manage and control those processes. In ITIL we refer to these as Roles. Below we have included some of the more common roles found in Service Management.

ITIL - Benefits
The ITIL public framework describes many best practices in IT service management. The framework focuses on the continual measurement and improvement of the quality of IT service delivered

ITIL - Best Service Desk Software
The list below describes some of the most popular help desk software for your business. They cover all of the core help desk features such as incident management, ticketing, reporting and tracking.

ITIL - Roles
Each of the ITIL stages has its own processes and users who manage and control those processes. In ITIL we refer to these as Roles. Below we have included some of the more common roles found in Service Management.

ITIL - Stages and Processes
This section shows the different ITIL lifecycle stages and the associated Service Management processes that are part of each stage. We’ve also indicated the elements which are passed between different service stages.

ITIL - Warranty
The service needs to be fit for use, it needs to provide a consistent level of service, in terms of service hours, in terms of capacity and also availability. We need to set aside some design time to develop internal processes, such as change..

Service Design - Availability Management
Availability Management is a caring process, and you can think about this as somebody who really cares about failure and how the business should address failure itself. This process also looks into designing for failure, reliability..

Service Design - Capacity Management
The official definition of Capacity Management by ITIL is “to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner”

Service Design - Design Risks
ISO 31000 defines risk as the effect of uncertainty on objectives, which can be either positive or negative. We use risk management to identify, assess, and prioritize the risks and follow those up with a corresponding and efficient application..

Service Design - Information Security Management
We use information security processes as a means of protecting information and information systems from unauthorized access, use, disclosure, disruption, modification and destruction.

Service Design - ITSCM
The high availability of IT services is critical to the survival of most modern businesses. IT Service Continuity Management or ITSCM as it is formally known, is the process of ensuring that IT facilities (such as computers, servers, network..

Service Design - Service Level Agreement (SLA)
During service level management, we negotiate Service Level Agreements with the customers (consumers) and design services in conformity with the agreed service level targets.

Service Design - Service Level Management
Service level management is the efforts to define and negotiate SLAs (Service Level Agreements) and then monitor and produce reports on delivery against the agreed level of service.

Service Design - Supplier Management
Supplier Management is used to ensure suppliers and the services they provide are supporting our IT service targets and business potential. Using Supplier Management we also ensure the supplier is delivering value for money and meeting their..

Service Strategy - Demand Management
In business, demand management is used to describe the proactive management of work initiatives (demand) with business constraints (supply)

Service Strategy - Financial Management
Insight and decisive decision-making, are the key capabilities brought to the venture through the application of Financial management. The financial side of the project provides the business and IT with quantification of the value of IT services..

Service Strategy - Service Portfolio
When we talk about IT portfolio management, we imply the task of rational management of large groups of items via enterprise Information Technology (IT) capabilities. Some examples of IT portfolios could include; planned initiatives, projects..

Service Strategy - Silos and Reducing Barriers
Many organisations still see IT Service Management as just a ‘techi’ issue. ITIL helps promote a joined up approach to Service Management that crumbles the silo approach and helps breaks down the barriers..

Service Transition - Asset and Configuration Management
The traditional software configuration management (SCM) process is widely considered to be the best approach to handling changes in IT projects. We use Configuration Management to identify the functional and physical attributes of our service..

Service Transition - Change Management
We use Change Management to standardize our methods and procedures for dealing with changes and thereby reducing risk and disruption. We record all changes to assets or confirmation items in the Configuration Management System.

Service Transition - Configuration Item
The term configuration item or CI refers to the primary structural unit of the configuration management system. CIs come in many different forms, but can include individual requirements documents, software, models, plans, and even people.

Service Transition - Control and Discipline
Control and discipline are two fundamental elements during the transition stage. To keep the release cycle as smooth as possible it’s important to understand and manage change as the service is transitioned.

Service Transition - Overview
We use Service Transition to package, build, test and deploy services which were previously specified by our customer’s requirements. We manage all of these processes whilst carefully considering and evaluating our capacity and resource usage..

Service Transition - Release Management
Release Management is a proactive approach to planning and preparing new services for release to ensure optimum cost and minimized risk. Release management protects the live service environment to avoid unwanted impact, whilst delivering services..

Service Transition - Roles
The following roles are all part of the Service Transition stage of the ITIL Service lifecycle:

Service Transition - Stakeholder Management
Stakeholder management is a crucial process in Service Transition and ultimately contributes to the success of any delivered services. By actively involving the stakeholder in the delivery of the new or changed service we increase the chances that..



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