Free Trial

Safari Books Online is a digital library providing on-demand subscription access to thousands of learning resources.

Share this Page URL
Help

ITIL management processes > ITIL management processes - Pg. 19

Change Management Change Management ensures that the impact of a change to any component of a service is well known, and the implications regarding service level achievements are minimized. This includes changes to the SLA documents and the Service Catalog, as well as organizational changes and changes to hardware and software components. Release Management Release Management manages the master software repository and deploys software components of services. It deploys changes at the request of Change Management, and provides management reports on the deployment. Service Delivery The processes in the Service Delivery group are all concerned with providing quality, cost-effective IT services. Service Level Management The purpose of Service Level Management is to manage client expectations and negotiate Service Delivery Agreements. This involves finding out the client requirements and determining how these can best be met within the agreed budget. Service Level Management works together will all IT disciplines and departments to plan and ensure delivery of services. This involves setting measurable performance targets, monitoring performance, and taking action when targets are not met. Financial Management for IT Services Financial Management registers and maintains cost accounts related to the usage of IT services. It delivers cost statistics and reports to Service Level Management to assist in obtaining the right balance between service cost and delivery. It assists in pricing the services in the Service Catalogue and Service Level Agreements. IT Service Continuity Management Service Continuity Management plans and ensures the continuing delivery--or minimum outage--of the service by reducing the impact of disasters, emergencies, and major incidents. This work is done in close collaboration with the company's business continuity management, which is responsible for protecting all aspects of the company's business--including IT. Capacity Management Capacity Management is responsible for planning and ensuring that adequate capacity with the expected performance characteristics is available to support the Service Delivery. It delivers capacity usage, performance, and workload management statistics, as well as trend analysis to Service Level Management. Availability Management Availability Management is responsible for planning and ensuring the overall availability of the services. It provides management information in the form of availability statistics--including security violations--to Service Level Management. This discipline may also include negotiating underpinning contracts with external suppliers, and a definition of maintenance windows and recovery times. Chapter 1. Introduction to ILM 19