ITIL in 30 seconds (Copied from the link incase if there is an issue with the link) Sharing something I came across.
What is ITIL?ITIL is a set of concepts and guidelines that focuses on managing IT services.
It’s part of a wider IT service management discipline that aims to achieve greater
customer satisfaction by putting more focus on the customer and a larger
emphasis on internal and external communication.
The ITIL Breakdown
Among other things, ITIL is broken down into 4 main processes: Incident, Problem, Change and Release Management. These all interrelate to each other and focus on the dealing with customers, documenting known issues, managing change and releasing new changes to a production environment.
Many small- to medium-sized companies are put off by ITIL’s apparent complexity. This shouldn’t be the case. ITIL simply boils down to an effective way to manage deadlines, priorities and service-level agreements.
Incidents
An incident is a single event, a disruption or query that negatively affects the quality of a service to a customer. It will have a time frame in which it needs to be resolved. The focus of incident management is about getting your customers up and running by whatever means necessary. Successfully managing incidents means the right priority is assigned, appropriate deadlines are in place and there’s transparent communication and understanding of the incident’s context and who or what it affects. It allows you to accurately measure your Service Level Agreement compliance and understand your incident hot spots and their wider impacts.
Problems
A problem is a flaw that affects the quality of a service. By definition, a problem is at the root of every incident; an underlying issue with a service that needs a short-term workaround (to minimize disruption when it occurs) and long-term solution (so that it doesn’t happen again).
Problem management is a proactive way of managing your services. It’s about knowing what flaws exist in your system, offering quick workarounds for when they occur and, if warranted, investigating long-term solutions.
Changes
A release has a prepared and tested set of components, an agreed time frame to release these changes and a record of every deployment. Release management focuses on communicating clear points of impact, ensuring quality of the production environment and minimizing any customer facing disruptions. Effective release management allows you to deliver change more efficiently, at
optimal cost and at reduced risk. It affords you greater confidence in your release process.
Releases
Releases can be made up of many Changes. Underneath the processes sits Configuration and Knowledge. These are the central repositories for your company’s data, information
and knowledge. Configuration management focuses on infrastructure and deals with identifying,
defining and mapping your assets and their relationship to one another (an asset can be a piece of software, hardware, a company, person or location). Knowledge management complements this with a focus on service-related information, processes and initiatives.
Configuration and Knowledge:Both Configuration and Knowledge can cause, relate to, or aid in the
management of incidents, problems, changes and releases.
CONFIGURATION KNOWLEDGE:
Underneath the aforementioned processes sits Configuration and Knowledge. These are the central repositories for your company’s data, information and knowledge.
Configuration management focuses on infrastructure and deals with identifying, defining and mapping your assets and their relationship to one another (an asset can be a piece of software, hardware, a company, person or location). Knowledge management complements this with a focus on service-related information, processes and initiatives.
Taken from the following source:
www.gotoassist.com
Email: support@gotoassist.com
Twitter: @gotoassist
Blog: blog.gotoassist.com
Community: itpros.community.gotoassist.com/gotoassist
Further Reading
If you’re interested in more ITIL resources, check out: www.itil-officialsite.com for
more information on ITIL qualifications and publications http://www.itsmfusa.org
for more information about the ITIL community, local events and resources.© 2013 Citrix Online, LLC. All rights reserved. Citrix, GoToAssist,
What is ITIL?ITIL is a set of concepts and guidelines that focuses on managing IT services.
It’s part of a wider IT service management discipline that aims to achieve greater
customer satisfaction by putting more focus on the customer and a larger
emphasis on internal and external communication.
The ITIL Breakdown
Among other things, ITIL is broken down into 4 main processes: Incident, Problem, Change and Release Management. These all interrelate to each other and focus on the dealing with customers, documenting known issues, managing change and releasing new changes to a production environment.
Many small- to medium-sized companies are put off by ITIL’s apparent complexity. This shouldn’t be the case. ITIL simply boils down to an effective way to manage deadlines, priorities and service-level agreements.
Incidents
An incident is a single event, a disruption or query that negatively affects the quality of a service to a customer. It will have a time frame in which it needs to be resolved. The focus of incident management is about getting your customers up and running by whatever means necessary. Successfully managing incidents means the right priority is assigned, appropriate deadlines are in place and there’s transparent communication and understanding of the incident’s context and who or what it affects. It allows you to accurately measure your Service Level Agreement compliance and understand your incident hot spots and their wider impacts.
Problems
A problem is a flaw that affects the quality of a service. By definition, a problem is at the root of every incident; an underlying issue with a service that needs a short-term workaround (to minimize disruption when it occurs) and long-term solution (so that it doesn’t happen again).
Problem management is a proactive way of managing your services. It’s about knowing what flaws exist in your system, offering quick workarounds for when they occur and, if warranted, investigating long-term solutions.
Changes
A release has a prepared and tested set of components, an agreed time frame to release these changes and a record of every deployment. Release management focuses on communicating clear points of impact, ensuring quality of the production environment and minimizing any customer facing disruptions. Effective release management allows you to deliver change more efficiently, at
optimal cost and at reduced risk. It affords you greater confidence in your release process.
Releases
Releases can be made up of many Changes. Underneath the processes sits Configuration and Knowledge. These are the central repositories for your company’s data, information
and knowledge. Configuration management focuses on infrastructure and deals with identifying,
defining and mapping your assets and their relationship to one another (an asset can be a piece of software, hardware, a company, person or location). Knowledge management complements this with a focus on service-related information, processes and initiatives.
Configuration and Knowledge:Both Configuration and Knowledge can cause, relate to, or aid in the
management of incidents, problems, changes and releases.
CONFIGURATION KNOWLEDGE:
Underneath the aforementioned processes sits Configuration and Knowledge. These are the central repositories for your company’s data, information and knowledge.
Configuration management focuses on infrastructure and deals with identifying, defining and mapping your assets and their relationship to one another (an asset can be a piece of software, hardware, a company, person or location). Knowledge management complements this with a focus on service-related information, processes and initiatives.
Taken from the following source:
www.gotoassist.com
Email: support@gotoassist.com
Twitter: @gotoassist
Blog: blog.gotoassist.com
Community: itpros.community.gotoassist.com/gotoassist
Further Reading
If you’re interested in more ITIL resources, check out: www.itil-officialsite.com for
more information on ITIL qualifications and publications http://www.itsmfusa.org
for more information about the ITIL community, local events and resources.© 2013 Citrix Online, LLC. All rights reserved. Citrix, GoToAssist,
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