Change Management

Change Management (Change Manager)

• Changes are requested and handled as Request for Change (R f C) tickets

• A change is requested.

• The request for change is reviewed and if deemed necessary processed further.

• The change is assessed and categorized based on the impact and urgency.

• The change is authorized.

• The change implementation is planned.

• The change is implemented (ITIL Release Management deals more with the testing and releasing changes into IT production environment).

• After the change is implemented it is reviewed for success and further improvement.

Network Infrastructure Management

Network Infrastructure Management

• Network Infrastructure Management is part of network service management
• Managing network infrastructure means managing the network devices and the network connections
• For efficient Network Infrastructure Management devices and connections have to be documented to ensure information availability
• If problems arise in the information network, network administrators should be able to find respective network devices rapidly to take needed action

IT Infrastructure Library (ITIL)

ITIL  Infrastructure Library (ITIL)

ITIL, formerly known as the Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form known as ITIL 2011 edition

ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.

Since July 2013, ITIL has been owned by AXELOS Ltd, a joint venture between HM Cabinet Office and Capita Plc.

IT Service Support Management Tools

IT Service Support Management Tools (ITSSM Tools)

 " ITSSM Tools offer tightly integrated processes and functions that correlate with the activities of the broader IT support organization. ITSSM tools can leverage a business view of IT services, enabling the IT support organization to better prioritize and quickly resolve or escalate issues and problems, and improve root cause isolation. " - Gartner