The Role of Measurement Measurement plays a critical role within ITIL®, both as a part of Continual Service Improvement, but also within Service Level Management and as an essential part of all processes. Measurements can be used for four basic purposes as shown below:
Posts Categorized: Exin ITIL
Incident Management Incident Management is concerned with the rapid restoration of services and with minimization of impact to the business.
Service Operation Overview The Service Operation phase of the Service Lifecycle is concerned with ensuring that services operate within agreed parameters. When service interruptions do occur, Service Operation is charged with restoring service as quickly as possible and with minimizing the impact to the business. Business Value Service Operation is the only lifecycle… Read more »
Service Transition Processes Change Management Change Management is concerned with recording, evaluating, approving, testing, and reviewing changes to services, systems, and other Configuration Items.
Change Authority In ITIL® the entity charged with approval of a Request for Change is called the Change Authority.
IT Security Management is the process concerned with the protection of IT assets (including services) from security threats.
Normal Changes are changes which meet predefined criteria that qualify them for handling via the Normal Change Management process.
The ‘Four P’s of Service Design’ represent areas which should be taken into consideration when designing a service.
Capacity Management is concerned with ensuring that cost-effective capacity exists at all times which meets or exceeds the agreed needs of the business as established in Service Level Agreements.
ITIL also utilizes the RACI model as a generic tool for reviewing and assigning four key roles to any important task or activity.
The Service Desk provides a single point of contact between users and the IT organization.