Define   1. Review Service Level Agreement(s) and Service Catalogue(s) - Working with the Business Relationship Manager and Business representatives determine the mission critical services and components. In addition consider the implications of security breaches and also software virus attacks.   2. Identify IT Service Continuity…

One of the ITILnews community have sent in the following question:   "When monitoring both the components and services, duplicate events can potentially be generated for the same fault - one for the component and one for the service. What is the best practice approach to…

Introduction   When it comes to computer systems, regardless of their size, two things are inevitable.   Firstly, as time goes on, they will need upgrading. As hardware becomes faster and memory becomes cheaper, the software houses are spending large amounts of time and money to…

Incident Management is responsible for handling all incidents.  These are classed as faults, bugs, failures or issues that have been reported by users / customers either via telephoning a Service Desk, self logging through an intranet portal or by monitoring tools.   The definition of an…

This is probably the most common ITIL discipline utilised throughout Organisations regardless of the level of ITIL maturity.  The goal of ITIL Incident Management is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and…