Service Delivery & Service Support
Application Management
Functional Group that responsible for maintaining IT applications throught their lifecycle.
IT Operations Management
Functional Group that responsible for maintaining service level agreements.
Technical Management
Functional Group that responsible for managing the IT infrastructure.
Service Desk
Functional Group that serves as a single point of contact for problems and resolutions.
ITIL Service Strategy
ITIL book defining IT strategy processes.
ITIL Continual Service Improvement
ITIL book defining the process to use information gathered to constantly improve IT services.
ITIL Service Operation
ITIL book describing how IT services can be successfully delivered.
ITIL Service Design
ITIL book establishing the design of the IT organization.
ITIL Service Transition
ITIL book that describes how IT services will be put into use - often project based.
Release and deployment management
Process describing how new services or updates to services will be tested and deployed.
Service asset and configuration management
Process describing how physical assets will be monitored and maintained, along with their configurations.
Change management
Process establishing how changes to the IT services will occur.
Supplier Management
Process establishing how suppliers will be picked and what is to be expected of a supplier.
Strategy management for IT services
Process identifying the business strategy and the IT strategy that can support it.
Information Security Management System
Process that establishes how security will be built into the IT infrastructure and procedures when there are problems.
IT Service Continuity Management
Process that establishes procedures to ensure that IT services can recover from any incident.
Request fulfillment
Process to address requests from users.
Availability Management
Process to determine to whom and when services will be accessible.
Design coordination
Process to ensure consistent IT design throughout the organization.
Service validation and testing
Process to ensure deployed releases and services perform as expected and can be maintained.
Financial Management of IT Services
Process to establish financial resources to be used and how they will be managed.
Business relationship management
Process to establish how the business will interact with the IT organization.
Capacity Management
Process to establish the largest volume that any one service can handle.
Service level Management
Process to establish the metrics to define how much of each service will be delivered.
Change evaluation
Process to evaluate major changes before moving to next phase in their lifecycle.
Knowledge management
Process to gather, store and disseminate information and understanding related to the IT services.
Access management
Process to grant users the ability to use IT services that they are authorized to use.
Service Portfolio Management
Process to identify a group of IT services that should be offered.
Transition planning and support
Process to identify how a project will be planned prior to being built.
Service Catalogue
Process to identify specific implementations of the IT services defined in the Service Portfolio.
Demand Management
Process to identify the level of demand for each IT service there will be.
Event management
Process to monitor IT assets and services and filter the information to make decisions.
Problem management
Process to reduce the amount of incidents that will arise.
Incident management
Process to return IT services back to users as quickly as possible.
