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ITIL v3 definitions for Event Management
Let's start by providing the ITIL definitions for an 'Event' and 'Event Management': Event - A change of state that has significance for the management of a Configuration Item or IT Service. Event Management - The…[ more ]
193 words, last edited in the afternoon of 1st Jun 2010
This article is from Service Operation - Event Management and has been viewed 19362 times.
Tags: Event Management,ITIL definitions,IT Operations Management,Service Desk,Configuration Item,IT Service,Application Management,IT Operations Management,Service Desk,Event Monitoring,Standard Operating Procedures
 

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ITIL v3 Event Management and the Service Desk
The ITIL definitions for an 'Event' and 'Event Management':   Event - A change of state that has significance for the management of a Configuration Item or IT Service.   Event Management - The process responsible for managing Events throughout their lifecycle.  [ more ]
152 words, last edited in the afternoon of 10th May 2010
This article is from Service Operation - Event Management and has been viewed 8826 times.
Tags: ITIL v3,Event Management,Service Desk,Configuration Item
 

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Establishing ITIL Major Incident process
Define   1. Review Service Level Agreement(s) and Service Catalogue(s) - Working with the Business Relationship Manager and Business representatives determine the mission critical services and components. In addition consider the implications of security breaches and also software virus attacks.   2. Identify IT Service Continuity…[ more ]
1359 words, last edited in the morning of 5th Mar 2013
This article is from Service Operation - Incident Management and has been viewed 15586 times.
Tags: ITIL,Major Incident,significant disruption
 

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ITIL Incident Management, question and answer
One of the ITILnews community have sent in the following question:   "When monitoring both the components and services, duplicate events can potentially be generated for the same fault - one for the component and one for the service. What is the best practice approach to…[ more ]
304 words, last edited in the morning of 13th Dec 2010
This article is from Service Operation - Incident Management and has been viewed 11947 times.
Tags: ITIL,Incident Management
 

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Top tips for dealing with major system failures
Introduction   When it comes to computer systems, regardless of their size, two things are inevitable.   Firstly, as time goes on, they will need upgrading. As hardware becomes faster and memory becomes cheaper, the software houses are spending large amounts of time and money to…[ more ]
2232 words, last edited in the morning of 22th Jun 2010
This article is from Service Operation - Incident Management and has been viewed 4811 times.
Tags: ITIL,Top tips,major system failures,computer system WILL fail
 

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Incident Management from an ITIL perspective - ITI
Incident Management is responsible for handling all incidents.  These are classed as faults, bugs, failures or issues that have been reported by users / customers either via telephoning a Service Desk, self logging through an intranet portal or by monitoring tools.   The definition of an…[ more ]
303 words, last edited in the afternoon of 1st Jun 2010
This article is from Service Operation - Incident Management and has been viewed 8829 times.
Tags: Incident Management,ITIL perspective,Service Desk,IT service,configuration items,Service Level Agreements,Operational Level Agreements
 

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Service Desk Incident Management
This is probably the most common ITIL discipline utilised throughout Organisations regardless of the level of ITIL maturity.  The goal of ITIL Incident Management is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and…[ more ]
975 words, last edited in the afternoon of 9th Oct 2006
This article is from Service Operation - Incident Management and has been viewed 19356 times.
Tags: Incident Management, ITIL maturity, ITIL Incident Management, Management Information, Incident detection, ITIL disciplines, ITIL Service Desk, Incident Management process, ITIL Problem Management, ITIL Configuration Management Database
 

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ITIL Request Fulfilment
As ITIL has evolved over the years it has become apparent that certain activities that are undertaken do not benefit from following the well documented ITIL Change Management process every time. In fact if this was the case then ITIL would simply be dismissed as bureaucratic.…[ more ]
191 words, last edited in the afternoon of 10th May 2010
This article is from Service Operation - Request Fulfillment and has been viewed 19116 times.
Tags: ITIL v3,Request Fulfillment,What is Request Fulfilment,ITIL perspective,ITIL Change Management
 

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By Hank Marquis, www.itsmsolutions.com   The IT Infrastructure Library (ITIL) refers to Service or Systems Outage Analysis (SOA) as a method to improve availability. Unfortunately, the ITIL does not indicate how one actually performs SOA! This article explains the benefits of SOA, and gives you a 7-step guide…[ more ]
602 words, last edited in the morning of 20th May 2008
This article is from Service Operation - Problem Management and has been viewed 9308 times.
Tags: ITIL Service, Outage Analysis, 7 Steps, IT Infrastructure Library, ITIL, Systems Outage Analysis, (SOA), improve availability, benefits of SOA, performing SOA
 

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Service Support Problem Management
The objective of ITIL Problem Management is to minimise the adverse effect of Incidents and Problems caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents, Problems and Errors.   The main reasons for adopting ITIL Problem Management are:[ more ]
817 words, last edited in the afternoon of 9th Oct 2006
This article is from Service Operation - Problem Management and has been viewed 16252 times.
Tags: ITIL Problem Management, ITIL Service Support, Problem Management
 

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