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Event logging: regardless of the event type, a good practice should be to record the event and the actions taken. The event can be logged as an Event Record or it can be left as an entry in the system log of the device. Alert and human intervention: for events that requires human intervention, the event needs to be escalated.
The IT Service Management Forum (itSMF) is an independent, international, not-for-profit organization of IT service management (ITSM) professionals worldwide. [1] Around the operation of IT services the itSMF collects, develops and publishes best practices, supports education and training, discusses the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions.
ITIL describes best practices, including processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. It is designed to allow organizations to establish a baseline and can be used to demonstrate compliance and to measure improvements.
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.
The Application Services Library (ASL) is a public domain framework of best practices used to standardize processes within Application Management, the discipline of producing and maintaining information systems and applications. The term "library" is used because ASL is presented as a set of books describing best practices from the IT industry.
ITIL contains concepts, policies, and recommended practices on a broad range of IT management topics. These are again entirely compatible with the objectives and methods of Lean IT. Indeed, as another best-practice framework, ITIL may be considered alongside the CMMI for process improvement and COBIT for IT governance.
ITIL is an analogous standard or framework for best practices in information technology. Both of these frameworks are part of Total Quality Management, in which industries have, since 1950, formalized their business processes and metrics in search of higher quality, fewer defects, and greater efficiency.
Incident management is an important part of IT service management (ITSM) process area. [13] The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are ...