Tag: ITIL Foundation

Problem management Service-level management Incident management Service request management Incident management Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors and can even provide intelligent analysis of incident data to generate recommendations for future incidents.

A set of interconnected activities that help an organization deliver a valuable service A description of one or more services that help address the needs of a target consumer group A set of specialized organizational capabilities for enabling value for customers Recommendations that help an...

Scripts for collecting user information Use of shift working patterns Fulfilment of service requests Creation of a temporary team Scripts for collecting user information There may be scripts for collecting information from users during initial contact, and this may lead directly to the diagnosis and...

Organizations and people Information and technology Partners and suppliers Value streams and processes Information and technology The challenges of information management, such as those presented by security and regulatory compliance requirements, are also a focus of this dimension.

Any financially valuable component that can contribute to the delivery of an IT product or service Any component that needs to be managed in order to deliver a service A request from a user that initiates a service action The removal of anything that could...

User Change authority Sponsor Customer Sponsor Sponsor is a person who authorizes the budget for service consumption.

All improvement ideas should be logged in a single continual improvement register A single team should carry out continual improvements across the organization Continual improvement should have minimal interaction with other practices Everyone in the organization is responsible for some aspects of continual improvement Everyone...

Service desk Service request management Service-level management Service configuration management Service-level management Perform service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers.

To help plan emergency changes To help authorize standard changes To help assign a change authority To avoid change conflicts To avoid change conflicts The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources.

Less low-level work and a greater ability to focus on user experience Increased phone contact and a reduced ability to focus on user experience Ability to work from multiple, geographically dispersed locations Ability to work from a single centralized location Less low-level work and a...