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Incident and Problem: What is the Difference

One nice thing about ITIL is it provides definitions for almost everything in IT service management. First things first. We need to define t...
Why Log Incidents

Incident logging is critical for IT Service Management for the following reasons: The first and perhaps most obvious reasons is you want...
IT Service Continuity Management (ITSCM)

Objectives of IT Service Continuity Management (ITSCM) Ensure that IT infrastructure and IT services can be restored within specified tim...
Considerations for IT Service Continuity

How do you go about determining or even starting an IT Service Continuity Plan? One of the difficulties of formulating a plan is to determ...
Handling Critical Incidents

There are many kinds of incidents. A PC used by a customer service representative may not be as critical as say, a central computer crashing...
IT Service Level Management

Objectives of Service Level Management Define business requirements that IT services must meet Ensure that IT services are at an accept...
IT Incident Management Concepts

Objective of Incident Management Restore unscheduled service interruption as quickly as possible
IT Configuration Management Concepts

Objective of Configuration Management Provide reliable and current details about the IT infrastructure Maintain a logical model of the...
Financial Management for IT Services

Objective of Financial Management for IT Provide IT services at a reasonable cost: Support business in planning and realizing its busin...
IT Availability Management

Objectives of Availability Management Ensure that SLA's are met at reasonable cost. Measure achieved availability Continuous impr...

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