An organization that has implemented ITIL guidance in ITSM may be able to achieve compliance with and seek certification under ISO/IEC 20000. ITIL is an acronym for IT Infrastructure Library. Accusations that many ITIL advocates think ITIL is "a holistic, all-encompassing framework for IT governance" are sometimes heard.
Many organistaions are now planning To Implement Service Management. In April 2001 the CCTA was merged into the Office of Government Commerce (OGC), an office of the UK Treasury. ITIL Operations Management Problem control identifies the root cause of incidents and reports it to the service desk.
IT Service Management in the broader sense overlaps with the discipline of IT portfolio management, especially in the area of IT planning and financial control. The relationship between a cause and an effect is a double relation: an effect is a result of a cause, and the cause is the root of an effect.
This chain of processes is tracked using the Configuration Management Database (CMDB), which records each process, and creates output documents for traceability (Quality Management).
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