information technology infrastructure library

1. NFORMATIONTECHNOLOGY INFRASTRUCTURE LIBRARY
It’sa setof detailedpracticesof ITservice managementthatfocusonaligningITservice withneedsof
Business.
What are the processes of ITIL?
The ITIL processes are grouped into stages
 Service Support and its Feature are given Below
 Incident Management
Incident management (IcM) is a term describing the activities of an organization to identify, analyze, and
correct hazards to prevent a future re-occurrence.These incidents within a structured organization are
normallydealtwith by either an incident response team (IRT),or an incident management team (IMT).
 Problem Management
Problem Management is the process responsible for managing the lifecycle of all problems. The primary
objectives of Problem Management are to: prevent problems and resulting incidents from happening.
Eliminate recurring incidents. Minimize the impactof incidents thatcannot be prevented.
 Change Management
The goal of the change management process is to ensure that standardized methods and procedures are
used for efficientand prompthandling ofall changes,in order to minimize the impactof change-related
incidents upon service quality, and consequentlyimprove the day-to-day operations ofthe organization..
 Configure Management
The process of planning for,identifying, controlling and verifying the Configurations Items (CIs) within a
service, recording their status and,in supportofChange Management, assessing the potential IT impactof
changing those items.
 Release Management
Release and Deployment Management aims to plan, schedule and control the movementof releases to test
and live environments.The primarygoal of this ITIL process is to ensure thatthe integrity of the live
environmentis protected and that the correct components are released
 Service Deliveryand its Feature are given Below
 Service levelManagement
An agreementbetweenanIT service provideranda customer.The SLA describesthe IT service,
documents service level targets,and specifiesthe responsibilitiesof the IT service providerandthe
customer.
 Availability Management
ITIL Availability Management aims to define, analyze, plan,measure and improve all aspects ofthe
availability of IT services.It is is responsible for ensuring thatall IT infrastructure, processes,tools,roles
etc are appropriate for the agreed availability targets

2.  BusinessContinuity Management
The BCM Process involves reducing Risks to an acceptable level and planning for the recovery
of Business Processes should a disruption to theBusiness occur.
 Capacity Management
Capacity management is a process used to manage information technology(IT). Its primarygoal is to
ensure thatIT resources are right-sized to meetcurrent and future business requirements in a cost-effective
manner.
 Financial Management
A Financial Management Process is a method by which costs (or expenses) incurred on the project are
formallyidentified,approved and paid.Typical types of costs include:Labor (e.g. staff, external suppliers,
contractors and consultants)