ITIL Service Management Processes can be broken down into 2 core groups with Security Management as an independent process. ITIL Service Management Processes first group is called Service Support. Configuration Management Configuration Management covers the identification of all significant components within the IT Infrastructure and recording details of these components in the Configuration Management Database (CMDB). Change Management Change Management covers the process of IT Change for all types of Change, from the Request for Change, to assessment, to scheduling, to implementing, and finally to the review. Release Management Release Management is very closely linked with Configuration Management and Change Management, and undertakes the planning, design, build, and testing of hardware and software to create a set of release components for a live environment. Incident Management The primary goal of the Incident Management process is to restore normal service as quickly as possible following loss of service, and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Problem Management The goal of Problem Management is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. Service Desk The Service Desk differs from the other main areas of Service Management in that it is not a process but is the central point of contact for Customers to report difficulties, complaints or questions. ITIL Service Management Processes second group is called Service Delivery. Service Level Management Service Level Management is the processes of planning, coordinating, drafting, agreeing, monitoring and reporting on Service Level Agreements (SLAs), and the ongoing reviewing of service achievements to ensure that the required and cost-justifiable service quality is maintained or where necessary improved. Financial Management for IT Services Financial Management is concerned with three main processes of Budgeting, IT Accounting and Charging. Capacity Management Capacity Management is the focal point for all IT performance and capacity issues.
It is essential that Capacity Management has a close, two-way relationship with the business strategy and planning processes within an organisation. IT Service Continuity Management IT Service Continuity Management is responsible for taking risk reduction measures to reduce the chances of major disasters occurring and for the production of an IT recovery plan which interfaces into the overall business continuity plans. Availability Management Availability Management is concerned with the design, implementation, measurement and management of IT infrastructure availability to ensure the stated business requirements for availability are consistently met. ITIL Service Management Processes umbrella process is called Security Management. Security Management Security Management falls under the umbrella of Information security and focuses on the three main concepts of Confidentiality, Integrity and Availability.
It is also far more than just technical security although this is one of the four key areas which forms a layered approach.
The other three are Organizational, Procedural and Physical Security.
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