IT Service Management An Introduction

ITIL (the IT Infrastructure Library) is essentially a series of documents that are used to aid the implementation of a framework for IT Service Management. ITIL, otherwise known as IT Infrastructure Library,is a concept that has revolutionized IT departments around the world. IT departments primarily have been self-contained entities that were focused strictly on running operating systems, mainframes, and min-computers, fixing desktop computers and maintaining other IT equipment, or developing in-house software.

From the business continuity life cycle, one output is the recovery plan. The Service Level Manager relies on all the other areas of the Service Delivery process to provide the necessary support which ensures the agreed services are provided in a cost effective, secure and efficient manner. IT Service Management An Introduction PRINCE2 has become increasingly popular and is now the de facto standard for project management in the UK.

A `problem' is an unknown underlying cause of one or more incidents, and a `known error' is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified. A Release consists of the new or changed software and/or hardware required to implement approved changes.

Forward Schedule of Changes (FSC): schedule that contains details of all the forthcoming Changes.