Securing all of the software configuration items and ensuring that only tested and correct versions of authorized software are made available to production. See Definitive Software Library , Direct Software Library , Automatic Software Distribution and Electronic Software Distribution . ...
One or more locations in which the definitive and approved versions of all software CIs are securely stored. The DSL may also contain associated CIs, such as licenses and documentation. The DSL is a single logical storage area, even if there are multiple locations. All software in the DSL is...
Any small computing device, generally handheld. Includes smartphones and tablets, but may also include network-connected scanning devices. #Mobility #BYOD #ServiceCatalog #Technology #SLA #ServiceLevel
Work performed on behalf of another that delivers value to the customer by enabling them to achieve organizational outcomes, e.g., an IT service . #SelfService #ServiceDelivery #ITIL #ServiceProvider #ServiceCatalog #BusinessAlignment #CustomerService #SLA #ServiceTransition ...
A described set of elements, IT and non-IT, supported by the IT service provider, that fulfills one or more of the customer’s needs, supports the customer’s business objectives, and which the customer perceives as a coherent whole. #OLA #ServiceProvider #SecurityManagement ...
A complete listing of services , applications, processes, hardware, and support groups/people that will be supported by the support center. #ITSM #Marketing #ServiceCatalog #ServiceDelivery #Processes #ServiceSupport #ServiceCatalogManagement #ServiceDesk #ITIL ...
(1) A request from a user for information, advice, or a standard change. (2) Request for change in service, such as password reset or adding a printer. A service request is different from an incident because it does not indicate an error in a system or process. #ServiceSupport #ITSM ...
The implementation and management of IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process, and technology. #ServiceDelivery #ITSM #ServiceSupport #ServiceDesk #Practices ...
(1) The physical area where the service desk or support center is located. This includes the physical arrangements of personnel and workstations, lighting, noise, and room temperature. (2) The particular combination of software and/or hardware being used (e.g., the Windows environment). ...