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Incident Management
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within Service Level Agreement (SLA) limits.
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Problem Management
The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation.
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Configuration Management
Businesses require quality IT services provided economically. To be efficient and effective, all organisations need to control their IT infrastructure and services. Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of Configuration Items (CIs) in existence.
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Change Management
Changes arise as a result of Problems, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services. The goal of the Change Management process is to ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organisation.
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Release Management
Many service providers and suppliers may be involved in the Release of hardware and software in a distributed environment. Good resource planning and management are essential to package and distribute a Release successfully to the Customer. Release Management takes a holistic view of a Change to an IT service and should ensure that all aspects of a Release, both technical and non-technical, are considered together.
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Service Desk
Designing your Service Desk support infrastructure correctly is critical to success and should be done as a formal business improvement project with clear ownership, defined business goals, responsibilities, deliverables and management commitment.
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Service Level Management
The goal for SLM is to maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service - in line with business or Cost justification. Through these methods, a better relationship between IT and its Customers can be developed.
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IT Financial Management
Financial Management is the sound stewardship of the monetary Resources of the organisation. It supports the organisation in planning and executing its business objectives and requires consistent application throughout the organisation to achieve maximum efficiency and minimum conflict.
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Capacity Management
Capacity Management is responsible for ensuring that the Capacity of the IT Infrastructure matches the evolving demands of the business in the most cost-effective and timely manner.
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Availability Management
The goal of the Availability Management process is to optimise the capability of the IT Infrastructure, services and supporting organisation to deliver a Cost effective and sustained level of Availability that enables the business to satisfy its business objectives.
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IT Service Continuity Management
The goal for ITSCM is to support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and Service Desk) can be recovered within required, and agreed, business timescales.
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