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The Information Technology Infrastructure Library (ITIL) is a set of practices and a framework for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
In the ITIL model, a 'Service' is defined as, "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." [2] The meaning is thus highly business-focused and assumes some degree of outsourcing , although this may just be outsourcing from within the functional ...
ITIL (Information Technology Infrastructure Library) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business.
The Service Portfolio is described in the ITIL books Service Strategy and Service Design. The Service Portfolio is the core repository for all information for all services in an organization. Each service is listed along with its current status and history.
Definition. ITIL 2011 defines an incident as: an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a Configuration Item that has not yet impacted an IT service (for example failure of one disk from a mirror set).
Service integration and management. Service Integration and Management (SIAM) is an approach to managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organization.
An IT service catalog is a subset of an enterprise service catalog and is defined by ITIL, by the book Service Design, to be an exhaustive list of IT-only services that an organization provides or offers to its employees or customers. The catalog is the only part of the Service Portfolio that is published to customers and is used to support the ...
ITIL security management describes the structured fitting of security into an organization. ITIL security management is based on the ISO 27001 standard. "ISO/IEC 27001:2005 covers all types of organizations (e.g. commercial enterprises, government agencies, not-for profit organizations).
The three service types are recognized by the IT industry although specifically defined by ITIL and the U.S. Telecommunications Act of 1996. Type I: internal service provider; Type II: shared service provider; Type III: external service provider
Business service management, a development on the ITIL framework – to help teams focus on and manage the services they deliver. TSM helps teams define the services they provide, their service activities, the service performance objectives, service issues, the capabilities needed to deliver the team services, and identify service and ...