ITIL V3 Foundation Pa
It includes many project management disciplines in common with PRINCE2, but has a broader focus to include the necessary integration of Release Management and both functional and non functional testing. The goal of ‘Problem Management’ is to resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.
To a business, customers and users are the entry point to the process model. The Service Level Manager relies on all the other areas of the Service Delivery process to provide the necessary support which ensures the agreed services are provided in a cost effective, secure and efficient manner. ITIL V3 Foundation Pa The Controlling a Stage process dictates what should be done within a stage, Managing Stage Boundaries (SB) dictates what should be done towards the end of a stage.
The Service Manager Level certification is the highest achievable IT Service Management certificate. The Error Control Process is an iterative process to diagnose known errors until they are eliminated by the successful implementation of a change under the control of the Change Management process.
Service Desk: not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, Service Level Management, Configuration Management, Availability Management, Financial Management and IT Services Continuity Management.