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ITIL v2 Service Support

ITIL Problem Management

Meant to be both reactive and proactive.  It’s goal is to minimise the adverse impact of Incidents and Problems (that require root cause analysis) on the business that are caused by errors within the IT infrastructure and, to prevent recurrence of these errors.

 

ITIL Configuration Management

Provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of Configuration Items (CIs) in existence e.g., desktop PCs,  Printers, Servers.

 

ITIL Change Management

The purpose of CM is to ensure that standardised methods and procedures are used for efficient and prompt handling of all changes, in order to minimise the impact of change-related Incidents on service quality.  Risk Management.

 

ITIL Release Management

Plans and oversees the successful rollout of software and related hardware.

 

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Service Desk
Customer-facing and focused on its main objectives which are to drive and improve service to and on behalf of the business. Operationally, its objective is to provide a single point of contact (SPOC)  providing advice, guidance and the rapid restoration of normal services to its Customers and Users.

IITIL Incident Management
An incident is defined as ‘any event which is not part of the standard operation of a service and which causes, or may
cause, an interruption to, or a reduction in, the quality of that service’.   The aim of the Incident Management Process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.  
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ITIL v2 service support

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