-ITIL- Practitioner V3
ITIL is often considered alongside other best practice frameworks such as the Information Services Procurement Library (ISPL), the Application Services Library (ASL), Dynamic Systems Development Method (DSDM), the Capability Maturity Model (CMM/CMMI), and is often linked with IT governance through Control Objectives for Information and related Technology (COBIT). The IT Infrastructure Library consists of a series of publications that describe a framework for delivering and managing IT services.
However, few organizations can afford to forgo all business activities supported by IT services and simply wait until services are restored. Once this work is done, the project board is asked to authorize the next stage, that of initiating the project. -ITIL- Practitioner V3 The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
Resilience: A measure of freedom from operational failure and a method of keeping services reliable. Service Desk: not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, Service Level Management, Configuration Management, Availability Management, Financial Management and IT Services Continuity Management.
Companies should realise that it is important to be liaising with Availability Management, Capacity Management, Incident Management and Problem Management to ensure that the required levels and quality of service are achieved within the resources agreed with Financial Management.
