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6 Cards in this Set
- Front
- Back
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Service Support Processes
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Incident Management, Problem Management, Change Management, Release Management, and Configuration Management.
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Incident Management
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Responsible for the management of all Incidents from detection and recording through to resolution and closure. The objective of IM is the restoration of normal service as soon as possible with minimal disruption to the business.
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Problem Management
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The goal of PM is to minimize the adverse impact of Incidents and Problems on the business. PM assists IM by managing all major Incidents and Problems, recording all workarounds and quick fixes, raises Changes to implement permanent structural solutions - analyses and trends everything to proactively prevent occurence further Incidents and Problems.
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Change Management
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Manages all changes centrally, and is vital to the successful operation of any IT organization. Changes must be carefully managed throughout the entire lifecycle (initiation, recording, filtering, assessment, categorization, authorization, scheduling, building, testing, implemention, and eventual review and closure.
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Release Management
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Considers all aspects of a Release - both technical and non-technical. It is responsible for all legal and contractual obligations for all hardware and software in use within an organization. RM establishes secure environments for both hardware (DHS) and software (DSL).
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Configuration Management
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Provides the foundation for successful IT Sevice Management and underpins every other process - provides CMDB, comprising one or more integrated databases detailing all of the organization's IT infrastructure components and other important associated assets.
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