itil service strategy torrent

Availability Management should look to continually optimize and proactively improve the availability of the IT infrastructure, the services and the supporting organization, in order to provide costeffective availability improvements that can deliver business and customer benefits. The following table gives a general view of some of the more common roles in organizations and the ITIL service management practice core guides that host the day-to-day practices, processes and activities most related to those roles. It represents Figure 4. Note, however, that there is a significant difference here — an Incident is usually an unplanned event whereas a Service Request is usually something that can and should be planned! It is advisable to involve customers from the outset, but rather than going along with a blank sheet to start with, it may be better to produce a first outline draft of the performance targets and the management and operational requirements, as a starting point for more detailed and in-depth discussion.

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