ITIL Service Areas

Service Management
• The Service Desk is the first contact to the business users for lodging an It service request. The request may be for a new, a modification or a removal of a service, a request for information (ie., HOWTO) or to report the appearance of a fault in the infrastructure. The initial contact may be to a person or through an electronic interface which routes the service event to the appropriate source for action.
• Incident Management is the restoration of services upon the detection of a fault in the infrastructure which causes a service disruption.
• Problem Management is the resolution and prevention of faults in the infrastructure that affect the normal running of IT services.
• Configuration Management is the accurate retention and availability of metadata describing the infrastructure and its' interrelationships.
• Change Management is the practice of ensuring all changes to Configuration Items are carried out in a planned and authorized manner in order to remove, or mitigate the effect of, risks associated with changes to the extent economically justified by the importance of the Configurations Items associated with the change to the overall performance of the infrastructure.
• Release Management ensures quality practices for the movement of software and hardware systems from development to production environments.

  Service Delivery

• Service Level Management is the management of IT services, ensuring that services reflect Customer requirements and fiscal constraints and that delivery is subject to performance criteria which are reviewed and adjusted to changing circumstances.
• Capacity Management monitors the IT infrastructure to ensure that performance matches demand without unnecessary over-capacity.
• Availability Management manages infrastructure availability in accordance with the business' need for it by balancing investment and system operations for optimal continued availability against investment in the speedy recovery of configuration items when a fault occurs.
• Continuity management is the process by which plans are put in place and managed to ensure that IT Services deemed critically important to the enterprise can be recovered expeditiously after a deterioration in service which causes severe business losses.
• IT Financial Management ensures that the IT infrastructure is obtained at the most effective price and that prices for all services are readily available to responsible business interests.