IT Service Management An Introduction

IT Top Ten Best Practices

The British Educational Communications and Technology Agency (BECTA) has developed the Framework for ICT Technical Support (FITS) and is based on ITIL, but it is slimmed down for UK primary and secondary schools (which often have very small IT departments). The Service Support ITIL discipline is focused on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions. ITIL gives a detailed description of a number of important IT practices with comprehensive checklists, tasks and procedures that can be tailored to any IT organization.

Problem control identifies the root cause of incidents and reports it to the service desk. Incident Control: life cycle management of all Service Requests IT Service Management An Introduction Common problems associated with ITSCM are any issues that prevent an organization from committing to continuity management in terms of both implementing the process and maintaining it.

The principal purpose of problem management is to find and resolve the root cause of a problem and prevention of incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact. Anyone who works in an IT related field, or who possesses a basic understanding of networking, or even those who have used the internet in the past 10 years, have heard of DoS attacks.

Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the Service Level Agreements (SLAs).