2. What is ITIL ?
Framework of Best Practices
Founded by OGC (Office of Government Commerce), UK
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Service Level
Management
Financial
ManagementAvailability
Management
IT Service Continuity
Management
Capacity
Management
Service
Delivery
Service
Desk
Change
Management
Release
ManagementIncident
Management
Configuration
Management
Problem
Management
Service
Support
3. Incident Management
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Incident ?
Any event which is not part of
standard operation and may cause
and interruption/reduction in
quality of service.
5. RACI Model
Responsibility - Person responsible for executing the task. Should be atleast 1.
Accountability - Person accountable for the task. Should be atleast and utmost 1.
Consulted - Person consulted for advice or know-how.
Informed - Person informed about the whereabouts and updated on status.
This is a tool for assigning four key roles to any important task or activity.
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6. Example for RACI Model
Tasks
Developer TeamLead Functional Manager
Gathering business requirements
from Customer
I R/A C
Development and requirement
validations
R A C I
Testing and documentation R R/A C I
Project planning and management I R R A
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