ITIL, previously known as IT Infrastructure Library®, is widely used as guidance for IT service management. ITIL and IT Infrastructure Library are registered trade marks of AXELOS, Limited. #ServiceTransition #ServiceSupport #ServiceDelivery #Processes #ITIL #ServiceStrategy ...
Any action resulting in a new status or value in baseline or configuration data. #ConfigurationManagement #ChangeManagement #ITSM #Practices #AssetManagement #Processes #ITIL #BestPractice
The ISO specification and code of practice for it service management; ISO/IEC 20000 is aligned with ITIL best practices and supersedes BS 15000. #ITIL #BestPractice #ProcessManagement #ITSM
The point in time to which data will be restored after the recovery of an IT service . This may involve the loss of data. For example, a recovery point objective of one day may be supported by daily backups and up to twenty-four hours of data may be lost. Recovery point objectives for each IT...
A series of actions performed in a specific order. #BusinessContinuityPlan #BestPractice #ServiceDelivery #Lean #BusinessContinuity
A manual that includes everything support center analysts need to know to perform their jobs. Incorporated in the manual are the policies , procedures , call escalation charts, contact lists, supported environments, and service level agreements . #MaturityModels #BusinessContinuityPlan...
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An activity responsible for creating one or more plans. #BestPractice #ProcessImprovement #BusinessContinuityPlan #ProfessionalDevelopment #MaturityModels #ITSM #BusinessAlignment
The process for managing the portfolio of services. Portfolio management includes the value to the business of existing and proposed new IT services, as well as the need to create new IT services and retire IT services that are no longer of value. Detailed planning and implementation is carried...
Communicating the nature or severity of a problem (such as a power outage) to analysts , agents or CSR's so they can take steps to mitigate the impact on their organizations. #SupportChannels #TechnicalSupport #BestPractice #SupportCenter #DesktopSupport #SupportOperations
Formally recording basic information related to the receipt of a new incident or service request, usually in a computer-based case management system . #SupportOperations #ITSM #TechnicalSupport #BestPractice #SupportCenter