ITIL Terminology

Although developed during the 1980s, ITIL was not widely adopted until the mid 1990s. The Infrastructure Management processes describe those processes within ITIL that directly relate to the ICT equipment and software that is involved in providing ICT services to customers. It includes many project management disciplines in common with PRINCE2, but has a broader focus to include the necessary integration of Release Management and both functional and non functional testing.

The Service Delivery discipline is primarily concerned with the proactive and forward-looking services that the business requires of its ICT provider in order to provide adequate support to the business users. The Foundation Exam is a one-hour, multiple choice exam. ITIL Terminology The enhanced Telecom Operations Map eTOM published by the TeleManagement Forum offers an alternative framework aimed at telecommunications service providers.

The principal purpose of problem management is to find and resolve the root cause of a problem and prevention of incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact. Companies should realise that it is important to be liaising with Availability Management, Capacity Management, Incident Management and Problem Management to ensure that the required levels and quality of service are achieved within the resources agreed with Financial Management.

These values are stipulated by the confidentiality, integrity and availability.