Primarily as a support to other processes, both in Infrastructure Management and Service Management, Technical Support provides a number of specialist functions: Research and Evaluation, Market Intelligence (particularly for Design and Planning and Capacity Management), Proof of Concept and Pilot engineering, specialist technical expertise (particularly to Operations and Problem Management), creation of documentation (perhaps for the Operational Documentation Library or Known Error Database). In order to make ITIL more accessible (and affordable) to those wishing to explore it, one of the aims of ITIL v2 was to consolidate the publications into logical 'sets' that grouped related process guidelines into the different aspects of IT management, applications and services. On July 20, 2006, the OGC signed a contract with the APM Group to be its commercial partner for ITIL accreditation from January 1, 2007.
Each ITSM process relates to ITSCM. ITIL's best practices fall into seven groups: service support, service delivery, infrastructure management, planning to implement service management, application management, business perspective and security management. ITIL Metric Templates A problem is a condition often identified as a result of multiple Incidents that exhibit common symptoms.
The principal purpose of problem management is to find and resolve the root cause of a problem and prevention of incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact. The ultimate goal of the recovery plan is to maintain service continuity.
Hot start - This is also known as an immediate recovery.
