ITIL Foundation Training – The Six Processes Involved in Service Delivery

The ITIL foundation is the entry-level certification program, which will help advance your career as an IT professional. The Foundation training focuses on twelve main areas that are grouped into the Service Support and Service Delivery. The following are descriptions of the processes of Service Delivery:

Service Desk

In the ITIL foundation, the service desk is considered, not as a process, but as a function. The main objective is to be the intermediate point of contact between the end-user and the service provider. In addition to this, it also helps to maximize service availability and provides support. Many organizations have implemented a service desk for taking care of customer queries. The service desk is also known as a call center and a help desk.

Incident Handling

An incident is identified as an event that is not part of the normal routine. It is an interruption or a disturbance that can adversely affect the normal functioning of the business. The main objective of the incident handling process is to re-establish normal services as soon as possible, with the least amount of disruption to the business. It helps in ensuring the maximum levels of availability and service.

Problem Management

The goal of problem management is to minimize the negative effects, caused by bugs, accidents or problems in the infrastructure, on the business. This process is actively involved in the prevention of these errors, since its occurrence could cause widespread damage. Problem management plays an important role in resolving disputes between the service groups.

Configuration Management

This process involves the implementation of a database that stores all the data of the organization. This process creates a logical representation of the IT infrastructure, by identifying, verifying, controlling and maintaining all the configuration items that are with the organization, and determines the relationships between these items. The main objectives in the configuration process are:

Identification – All components in the database are identified
Verification – Ensures that the information stored in the database is accurate
Control – Manages each item and specifies who has the authority to change it
Maintenance – Records the status of the items in the database and maintains it

Change Management

The main objective of this process is to adopt beneficial changes, with the least amount of disruption to the business. This process depends heavily on the accuracy of the database, to know the impact of the changes. There exists a very close relationship between the configuration management, change management and release management. The process ensures that the standard procedures are followed, for incorporating any changes to the system.

Release Management

This process introduces changes to IT services by adopting a holistic view. It considers the people, process and technology, as well as the changes to be introduced. A few major activities of this process include:

Release planning – Includes all aspects such as release definition, scoping, determining and planning release resources and documenting the plans
Release acceptance – To make sure that rollout goes smoothly, small, large or no piloting of the program is offered



Source by Eli Shemluck

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