ITIL Processes : Relationship with other ITIL processes Information Security Management sets policy….
Terminology Confidentiality – Protecting information against unauthorized access and use. Integrity – Accuracy, completeness and timeliness of the information. Availability – The information should be accessible at any agreed time.
This depends on the continuity provided by the information processing systems. Security Baseline – The security level adopted by the IT organization for its own security and from the point of view of good ‘due diligence’. Security Incident -Any incident that may interfere with achieving the SLA security requirements; materialisation of a threat Verifiability – Ability to verify that information is used correctly and that security measures are effective Security Baseline – The security level adopted by the IT organization for its own security and from the point of view of good ‘due diligence’. Relationship with other ITIL processes Information Security Management sets policy for all other processes Availability Management performs risk assessment for Confidentiality, Integrity and Availability (CIA) on Data.
Security Management uses this information for IT Security Change Management and Release Management implement changes regarding security measures and security policy Service Level Management has security measures as part of a Service Catalogue, SLA’s and other SLM-documents Access Management helps to protect the confidentiality, integrity and availability (CIA) of assets, therefore it is the execution of policies and actions defined in Information Security and Availability Management. Cost Awareness Production of the security plan Measures taken regarding security management Maintain the plan Testing and reviewing the plan Educate staff — The Service Desk is a single point of contact (SPOC) for end-users who need help.
Without this single point of contact an organization would face major losses in time spent on looking for ways to fix issues and get help. Objective To provide a single point of contact for Customers To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities. The main types of Service Desks are: Call Centre: only call dispatching, no other activities done Helpdesk: managing, coordinating and resolving incidents Service Desk: extends the range of services, handling incidents, problems and questions while providing an interface to other ITIL processes such as Service Level Management, Change Management, Availability Management, Capacity Management and Financial Management for IT There are 3 different Service Desk structures: Local Service Desk: service desk per geographic location supporting local users Central Service Desk: a central physical Service Desk supporting multiple user groups across multiple geographic locations Virtual Service Desk: a non-physical, single point of contact for multiple user groups, often offering “follow the sun”, global support Activities The Service Desk performs the first line support for the IT Services. Apart from the Call Centre, all Service Desk types perform the following activities: Receiving calls, first-line Customer liaison Recording and tracking incidents and complaints Informing Customers of request status and progress Initial assessment of requests, attempting to resolves them or referring to someone who can, based on agreed service levels
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