This document outlines the key processes for sustaining an ICT project for social change, including change management to ensure standardized methods for handling changes, request fulfillment to address minor service requests, and problem management to resolve incidents and prevent recurrences. It also discusses infrastructure management of ICT equipment, the IT infrastructure required to support the environment, operations management for daily oversight, and technical and service support for users.

1. Sustaining an ICT
Project for Social
Change
Prepared by Mark Jhon Oxillo

2. Change Management
• This aims to ensure that
standardized methods and
procedures are used for efficient
handling of all changes. Change is
an event that results in a new status
of one or more configuration items.

3. Request Fulfillment
• Or request management
• This focuses on fulfilling service
requests which are often minor
changes (e.g. requests to change a
password) or request for
information

4. Problem Management
• This aims to resolve the root causes
of incidents and thus to minimize
the adverse impact of incidents
cause by errors within the IT
infrastructure and to prevent
recurrence of incidents related to
these errors.

5. Infrastructure Management
• This process describe the processes
within ITIL (Information Technology
Infrastructure Library) that directly
relate to the ICT equipment and
equipment and software that is
involved in providing ICT services to
customers.

6. IT Infrastructure
• This refers to the composite
hardware, software, network
resources and services required for
the existence, operation and
management of an enterprise IT
environment.

7. Operations Management
• This provides the day-to-day
technical supervision of the ICT
infrastructure.

8. Technical Support
• Is the specialist technical
function for infrastructure
within ICT

9. Service Support
• This focuses on the user of the
ICT services and primarily
concerned with ensuring that
they have access to the
appropriate services to support
the business functions.

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