ITSM

The Top 10 Strategic Benefits of ITIL v3

1. Provides a single, definable, repeatable, and scalable documented framework for IT best practices that flows across the IT organization.

2. Clearly identifies roles and responsibilities for IT Service Management.

3. Supports reducing IT costs and justifying the cost of IT quality.

4. Supports ability of IT to measure and improve internal performance and service provisioning.

Download Free Complete Set of ITIL Examination Question Database

This Examination Question Database consist of ITIL Question Database for area:

Service Support
- Service Desk / Service Request Management
- Incident Management
- Problem Management
- Change Management
- Change Management Terminology
- Release Management
- Configuration Management

Download Free IT Infrastructure Library Training Material Overview

What is ITIL?

ITIL was conceived in response to increased dependency on IT and the need for process standardization. ITIL is a set of detailed process guidelines, presented in a series of books, containing recommended global best practices, workflow, templates, and terminology, developed by the United Kingdom's Office of Government Commerce (OGC). The ITIL books are the only comprehensive, publicly available guidance for IT Management.

ITIL Processes

There are ten core modules that comprise the ITIL framework. They are grouped in two sets of five under Service Support and Service Delivery. Although ITIL is focused on service management, Asset Management and Configuration Management provide the foundation to all ITIL processes. It is important to note that all processes depend on continuous interaction with each other.

The ISLA framework is enabling because it introduces advanced work-flow automation and community management technology into the OSS environment, thereby creating a number of core capabilities that can be divided over seven functionally oriented logical domains, which will be discussed later in the chapter.

The three framework components are as follows:
1. Enabling technology and concepts
- Dynamic work-flow automation
- Dynamic work-flow communities

2. Capabilities
- Universal access
- Intelligence
- Collaboration
- Automation

What is the differences between ITIL Incident Management and ITIL Problem Management, here is the explanation in simple comparison:

Process:
Incident Management: Deals with fighting symptoms to incidents

Problem Management: Seeks to remove the causes of incidents permanently from the IT infrastructure.

Interaction
Incident Management: interaction with customers is usually reactive, with the main objective being to find a workaround solution to restore normal services for the customer as soon as possible.