Primarily as a support to other processes, both in Infrastructure Management and Service Management, Technical Support provides a number of specialist functions: Research and Evaluation, Market Intelligence (particularly for Design and Planning and Capacity Management), Proof of Concept and Pilot engineering, specialist technical expertise (particularly to Operations and Problem Management), creation of documentation (perhaps for the Operational Documentation Library or Known Error Database). An organization that has implemented ITIL guidance in ITSM may be able to achieve compliance with and seek certification under ISO/IEC 20000. The goal of 'Problem Management' is to resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.
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. In the UK there is a non-mandatory accreditation scheme for training providers. Directeur ITIL Offre ITSM is characterized by customer focus, or fusion of business and IT goals, and optimizing the cost/performance of IT services, thus ensuring IT dollars are spent on business needs.
The OGC also doesn t claim that ITIL is a framework, designed as one coherent model. It helps to have a pre-defined process in place to help the organization recover to normal operating procedures after a disaster.
The ITIL Foundation Course is a particularly useful experience for ITIL professionals.
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