Software asset management (SAM) is the practice of integrating people, processes and technology to allow software licenses and usage to be systematically tracked, evaluated and managed. Many of the concepts did not originate within the original UK Government's Central Computer and Telecommunications Agency (CCTA) project to develop ITIL. ITIL certifications are managed by the ITIL Certification Management Board (ICMB) which is composed of the OGC, IT Service Management Forum (itSMF) International and two examinations institutes: EXIN (based in the Netherlands) and ISEB (based in the UK).
The PRINCE2 process consists of three sub-processes and these cover the way in which a work package should be accepted, executed and delivered. A Survey called "The ITIL Experience - Has It Been Worth It", author Bruton Consultancy 2004, was published by Helpdesk Institute Europe, The Helpdesk and IT Support Show and Hornbill Software. Sterling Storage Systems ITIL Case Study ITSM represents a structured approach to how an IT organization goes about planning for, developing, delivering and supporting IT services.
Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the Service Level Agreements (SLAs). 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.
It lists the defined operational escalation procedures.
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