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ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
In the ITIL framework KEDB is a part of the Problem Management process. See also. Fatal system error; References This page ...
Incident Management & Service Desk; Problem Management; Change Management (ITSM) Within these processes activities concerning security are required. The concerning process and its process manager are responsible for these activities. However, Security Management gives indications to the concerning process on how to structure these activities.
RPR has been fully aligned with ITIL v3 since RPR 2.01 was released in April 2008. RPR fits directly into the ITIL v3 problem management process as a sub-process. Some organisations handle ongoing recurring problems within incident management, and RPR also fits into the ITIL v3 incident management process as a sub-process.
Event Management, as defined by ITIL, is the process that monitors all events that occur through the IT infrastructure.It allows for normal operation and also detects and escalates exception conditions.
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.