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Service Desk
The Service Desk differs from the other main areas of the Service Management ITIL version 2 model, in that it is not a process, but is the central point of contact for Customers to report difficulties, complaints or questions. Additionally, the Service Desk extends the range of services allowing business processes to be integrated into the Service Management infrastructure, by providing an interface for other activities such as Customer Change requests, maintenance contracts, software licenses, and Service Level Agreements.
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Incident Management
The primary goal of the Incident Management ITIL process is to restore normal service as quickly as possible following loss of service, as well as minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. An Incident is defined as any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.
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Problem Management
The goal of Problem Management is to minimize the adverse impact of Incidents and Problems in the business, caused by errors within the IT Infrastructure, and prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. The Problem Management ITIL process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving the underlying causes of incident before they recur.
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Change Management
Change Management covers the process of IT Change from the Request for Change, to assessment, to scheduling, to implementing, and finally to the review, inline with ITIL compliance. It is the Change Management process that produces approval (or otherwise), for any proposed Change.
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Release Management
Release Management is very closely linked with Configuration Management and Change Management, and undertakes the planning, design, build, and testing of hardware and software to create a set of release components for a live environment. Activities in this ITIL framework cover the planning, preparation and scheduling of a release to Customers and locations.
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Configuration Management
Configuration Management covers the identification, recording, and reporting of IT components, including their versions, constituent components and relationships. Items that should be under the control of Configuration Management include hardware, software and associated documentation.
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