ITIL® 2011 Edition OSA: Function Activities
Every IT service requires applications – software that provides functioning for systems, services, and processes. And proper Application Management is critical to successfully ...
ITIL® 2011 Edition OSA: Incident Management Interactions
The ability to resolve a problem efficiently is critical for both you and your customers. But what happens when you have dozens, hundreds, or even thousands of customers each contacting you with the ...
ITIL® 2011 Edition OSA: Introduction to Access Management
You probably wouldn't leave the keys to your car, house, or office lying around for anyone to grab and use as they please. The same attention you give to protecting your physical valuables should be ...
ITIL® 2011 Edition OSA: Introduction to Event Management
It's essential that you know the status of all components in your IT infrastructure at any given time. Monitoring all events that occur can provide you with invaluable data to help your organization ...
ITIL® 2011 Edition OSA: Introduction to Functions
When you hear the term 'manage', you might typically think in terms of people management – the staff and human resources of an organization that perform the work of the business. ...
ITIL® 2011 Edition OSA: Introduction to Incident Management
No process in IT service delivery is foolproof; at some point in time an unplanned interruption will most likely occur ranging from a minor incident to the disastrous crashing of a critical system. ...
ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis
Within the context of ITIL®, service operation is sometimes referred to as the 'factory' of IT. It focuses on the daily activities and organizational infrastructure that are used to deliver ...
ITIL® 2011 Edition OSA: Introduction to Problem Management
Problems will inevitably crop up at some point while managing your IT Service Life Cycle. Usually, they are first noticed when the incidents they cause are detected. Proper Problem Management aims to ...
ITIL® 2011 Edition OSA: Introduction to Request Fulfillment
When you think of reasons for contacting the IT Department in your organization, it's most likely to resolve a problem. Typically you contact them when something isn't working right ...
ITIL® 2011 Edition OSA: Introduction to the Service Desk
Whether you call your Internet provider because you can't connect to your bank because your online banking password isn't working or your satellite television provider because your signal is poor, ...