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. IT Service Continuity Management helps to ensure the availability and rapid restoration of IT services in the event of a disaster. ITIL Application Management set encompasses a set of best practices proposed to improve the overall quality of IT software development and support through the life-cycle of software development projects, with particular attention to gathering and defining requirements that meet business objectives.
Communication: keeping the customer informed of progress and advising on workarounds. Problem management is different from incident management. Sterling Storage Systems ITIL Marking Guide The Problem Control Process aims to handle problems in an efficient way.
The service desk is the single contact point for the customers to record their problems. The process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be.
The proactive process identifies and resolves problems before incidents occur.
