Modelo ITIL
What is now called ITIL version 1, developed under the auspices of the CCTA, was titled “Government Information Technology Infrastructure Management Methodology” (GITMM) and over several years eventually expanded to 31 volumes in a project initially directed by Peter Skinner and John Stewart at the CCTA. An organization that has implemented ITIL guidance in ITSM may be able to achieve compliance with and seek certification under ISO/IEC 20000.
Planning To Implement Service Management is mainly focused on the Service Management processes, but also generically applicable to other ITIL disciplines. Communication: keeping the customer informed of progress and advising on workarounds. Modelo ITIL Change management works with ITSCM to make sure that any changes made are reflected in the recovery plan and related documents so that documentation is kept up-to-date.
The problem management process is intended to reduce the number and severity of incidents and problems on the business, and report it in documentation to be available for the first-line and second line of the help desk. The available ITSM literature has a distinct operational flavor, but also shades into software quality and architectural concerns (especially related to infrastructure, capacity, and operability), while usually steering clear of project management and actual software development.
The plan involves identifying services critical to the business that require additional preventive measures.