The Service Support ITIL discipline is focused on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions. The Visible OPS Handbook: Implementing ITIL in 4 Practical and Auditable Steps claims to be based on ITIL but to focus specifically on the biggest "bang for the buck" elements of ITIL. ITIL Small-Scale Implementation provides an approach to the implementation of the ITIL framework for those with smaller IT units or departments.
ITIL V3 Foundation Certification Workbook
Availability Management is the ability of an IT component to perform at an agreed level over a period of time. Implementation - During the implementation stage, previous stages outputs are reviewed so that recovery plans can be developed which contain all the details an organization needs to survive a disaster and restore normal services. IT Service Management Toronto IT Service Management provides a framework to manage IT processes in an efficient and effective manner.
Help Desk: manage, co-ordinate and resolve incidents as quickly as possible. Incidents initiate a chain of processes: Incident Management, Problem Management, Change Management, Release Management and Configuration Management (see following sections for details).
An option is needed for critical services that cannot be down for any length of time.
