About ITSM
ITIL consists of a series of books which provide guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organizations' growing dependency on IT and embodies best practices for IT Service Management. ITIL is the recognition that the organization is becoming increasingly dependent on IT in order to satisfy corporate aims and meet business needs. This leads to an increased requirement for high quality IT services
The ITIL V3 Framework includes the following:
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Service Strategy (SS)
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Strategy Generation
Financial Management
Service Portfolio Management
Demand Management
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Service Catalog Management
Service Level Management
Capacity Management
Availability Management
Service Continuity Management
Information Security Management
Supplier Management
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Transition Planning and Support
Change Management
Service Asset and Configurations Management
Service Validation and Testing
Evaluation
Knowledge Management
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Event Management
Incident Management
Request Fulfillment Management
Access Management
Problem Management
Functions with Operations:
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Service Desk function
Technical Management function
Application Management function
IT Operation Management function
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Service Measurement
Service Reporting
CSI Process
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Define Should
Define Can
Gather Data
Process
Analyze
Presentation
Implement Corrective Action