In order to make ITIL more accessible (and affordable) to those wishing to explore it, one of the aims of ITIL v2 was to consolidate the publications into logical 'sets' that grouped related process guidelines into the different aspects of IT management, applications and services. 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). ITIL v3, published in May 2007, comprises 5 key volumes.
ITSCM focuses on the IT services required to support the organizations critical lines of business. The goals of release management are vitally important. Availability Manager ITIL The combination of the Service Support and Service Delivery volumes are generally equivalent to the scope of the ISO/IEC 20000 standard (previously BS 15000).
Request for Change (RFC): form used to record details of a request for a change and is sent as an input to Change Management by the Change Requestor. The Enterprise Computing Institute publishes a set of coordinated books covering general issues of large scale IT management.
The Service Manager Level certification is the highest achievable IT Service Management certificate.
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