ITIL Function Overview
Service Desk & Incident Management
- To act as THE single point of contact between the users and IT service management.
- To provide an ‘Interface’ for Change, Incident, Problem, Configuration, Release, Service Level and IT Service Continuity Management – at ALL times.
For a detailed description download our
Service Desk & Incident Management Information Sheet
Problem Management
- To identify the unknown, underlying cause of one or more incidents, and provide permanent resolution.
- To pro-actively identify and resolve problems and known errors, thus minimising incident occurrence.
Configuration Management
- Provides a ‘logical model’ of the ENTIRE IT infrastructure, and accounts for all IT assets and the relationships between them.
- The key element in providing accurate information to support all of the other Service Management processes.
Change Management
- To ensure that all methods and procedures are ‘standardised’ in their use for efficient and prompt handling of changes.
- The prime aim is to minimise adverse impact of changes to the infrastructure upon service provision and quality.
For a detailed description download our
ITIL Change Management Information Sheet
Release Management
- The prime aim of Release Management is to provide total control over what is to be released into the production environment, taking a ‘holistic’ view of changes to IT service and ensuring that ALL aspects of a release, both technical and non-technical are considered together.
Service Level Management
- The aim is to maintain and improve business-aligned IT service quality, through constantly defining, agreeing, monitoring, reporting, measuring and reviewing IT service achievements via a process that proactively eradicates unacceptable levels of service.
Availability Management & Security
- Availability of service is at the core of business and end user satisfaction.
- To ensure that ‘if things go wrong’, we can still achieve a degree of business and end user satisfaction.
- To ensure network connectivity with appropriately configured remote DR system
- Testing of DR and BC systems covering hardware and software
Capacity Management
- First and foremost, to consider the future business needs and requirements.
- To ensure that both current and future requirements are provided cost effectively.
- Provide the ability to influence demands.
IT Service Continuity Management
- IT service continuity must ensure support of overall Business Continuity requirements.
- Roles and responsibilities need to be clearly defined and supported.
- Provides an ‘alignment’ of both IT and Business continuity plans, and ensures that they are regularly reviewed, revised and tested.
- NOT just Disaster Recovery
Financial Management
- Identifies ‘actual’ cost of service provision.
- Makes customers aware of these costs.
- Provides a mechanism for charging.
- Provides the information necessary for financial decision-making.
- Provides information for influencing customer behaviour.
