Academic Research IT Outsourcing Best Practices

ITIL is, as the OGC states, a set of best practices. ITIL is an acronym for IT Infrastructure Library. The ITIL Frameword shares best practises that can be customized for individual organistaion by IT practicioners and consultants.

ITIL Presentations IT Asset Management Best Practices ITIL Release Management

IT Service Management provides a framework to manage IT processes in an efficient and effective manner. Often confused with the role of Incident Management from Service Support, Operations is more technical and is concerned not solely with Incidents reported by users, but with Events generated by or recorded by the Infrastructure. Academic Research IT Outsourcing Best Practices A problem is a condition often identified as a result of multiple Incidents that exhibit common symptoms.

The service desk is the single contact point for the customers to record their problems. The latest version of ITIL emphasizes knowing how an organization will service a crisis.

The problem management process is intended to reduce the number and severity of incidents and problems on the business, and report it in documentation to be available for the first-line and second line of the help desk.