While the Service Management sets (Service Support and Service Delivery) are by far the most widely used, circulated and understood of ITIL publications, ITIL provides a more comprehensive set of practices as a whole. ITIL is, as the OGC states, a set of best practices. ITIL Small-Scale Implementation provides an approach to the implementation of the ITIL framework for those with smaller IT units or departments.
The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Availability Management is the ability of an IT component to perform at an agreed level over a period of time. ITSMf ITIL V3 Capacity management - This ensures that business requirements are fully supported by the appropriate IT hardware resources.
A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a Work-around. The Information Systems Examination Board (ISEB) is part of the British Computer Society.
It lists the defined operational escalation procedures.
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