ITIL is built around a process-model based view of controlling and managing operations. Outside of ITIL, other IT Service Management approaches and frameworks exist, including the Enterprise Computing Institute's library covering general issues of large scale IT management, including various Service Management subjects. The current move towards ISO/IEC 27001 may require some revision to the ITIL Security Management best practices which are often claimed to be rich in content for physical security but weak in areas such as software/application security and logical security in the ICT infrastructure.
Major software releases and hardware upgrades, normally containing large amounts of new functionality, some of which may make intervening fixes to problems redundant. The high level activities are Risk Analysis, Contingency Plan Management, Contingency Plan Testing, and Risk Management. Certificate In IT Service Management ITSM is about delivering information technology as a set of services to the business customer.
The process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.
Incidents initiate a chain of processes: Incident Management, Problem Management, Change Management, Release Management and Configuration Management (see following sections for details).
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