Author: k A

Service Reporting deals with producing and delivering reports of achievements and trends against Service Levels. It is a best practice to generate reports as per the agreed format, content and…

Continuous Service Improvement (CSI) deals with measures to be taken to improve the quality of services by learning from past successes and failures. Its purpose is to align and realign IT…

Overview Access Management deals with granting access to authorized access while preventing access to non-authorized users. Access Manager is the process owner of this process. Key Points Access Management is also…

In ITIL, Problem is defined as unknown cause of one or more incident. Problem Management ensures the identification of problems and performs Root Cause Analysis. It also ensures that recurring incidents are minimized…

Overview Incident is defined as any disruption in IT service. Incident can be reported either through the Service Desk or through an interface from event management to incident management tools.…

Overview Event is defined as detectable occurrence that has significance for the delivery of IT service. Events are created by Configuration Item (CI) or the monitoring tools. Event Management ensures that…

Service operation ensures that services are being provided efficiently and effectively as per SLAs. It includes monitoring services, resolving incidents, fulfilling requests and carrying out operational tasks. Key Points Service…

Overview It is necessary to actively maintain test environments to ensure that the deployed releases meet the customer’s expectations, and to verify that IT operations are able to support the…