ITIL
From AlphaBook
ITIL
- ITIL stands for Information Technology Infrastructure Library
- ITIL are best practices which are widely accepted and adopted
- Standardize and simplify IT support, save cost, increase users' satisfaction
Service Lifecycle
- Servie Strategy (guidance)
- Service Design (supplier management, service level management, service catalogue management, availability management)
- Service Transition (change mangement, knowledge management, release & deployment management, service testing and validation, configuration management system)
- Service Operation (day-to-day operations include incident management, event management, problem management)
- Continual Service Improvement
Service Desk
- Unified IT contact window
- First level support
Request
- A formal request from a user for something to be provided
Incident
- An unplanned interruption to a service or a degradation in the quality of a service
Change
- A change in the IT environment
Problem
- The root cause of one or more incidents
