ITIL/ITSM Study Guide Handout

Download Free ITIL/ITSM (Information Technology and Infrastructure Library) and Information Technology Service Managemet Study Guide Handout

SERVICE SUPPORT PROCESSES
The five service support processes focus on support of the IT services provided to the business, customer and user, as defined by service delivery. Operational in nature, the primary goal is to achieve quality in IT services.

INCIDENT MANAGEMENT
Restores normal service operation as quickly as possible and minimizes the adverse impact on business operations.

PROBLEM MANAGEMENT
Minimizes the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure. Prevents the recurrence of incidents related to those errors.

CONFIGURATION MANAGEMENT
Accounts for all IT assets and configurations within the organization to provide better information to the service desk and accurate reference points for Incident, Problem, Change and Release Management processes.

CHANGE MANAGEMENT
Ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents on business operations.

RELEASE MANAGEMENT
Plans, designs, builds, configures, and tests hardware and software through the use of formal procedures and checks before packaging and distributing releases into the production/customer environment.

SERVICE DELIVERY PROCESSES
The five service delivery processes focus on efforts to identify, plan and deliver the services that the business and customer need. Strategic in nature, the primary goal is to enhance quality in IT Services.

SERVICE LEVEL MANAGEMENT
To maintain and improve IT service quality through a constant cycle of identifying, agreeing to, monitoring and reporting on IT Service achievements. This process involves more than just creating Service Level Agreements

AVAILABILITY MANAGEMENT
Enables the business to satisfy its objectives by delivering cost-effective and sustained level of availability.

CAPACITY MANAGEMENT
Ensures that the capacity of the IT infrastructure matches the evolving demands of the business in the most cost-effective and timely manner.

IT SERVICE CONTINUITY MANAGEMENT
Supports the overall business continuity management process by ensuring the required IT technical and service facilities can be recovered within the established time.

FINANCIAL MANAGEMENT FOR IT SERVICES/PRODUCTS
Cost-effective stewardship of IT assets and resources; accounts fully for the spend on IT services and attributes those costs to the services delivered. To assist in management decision-making in IT investments.