ITIL V3 Incident Management : 8 ITIL V3 Incident Management Process Flow Diagram PAGEREF _TOC252948452….
HYPERLINK \L “_TOC252948442” 1.3 IT Operations Management PAGEREF _TOC252948442 \H 27 HYPERLINK \L “_TOC252948443” 1.4 Technology Considerations PAGEREF _TOC252948443 \H 30 HYPERLINK \L “_TOC252948444” 2 Supporting documents PAGEREF _TOC252948444 \H 33 HYPERLINK \L “_TOC252948445” 2.1 Implementation Plan/Project Plan PAGEREF _TOC252948445 \H 34 HYPERLINK \L “_TOC252948446” 2.2 Service Desk Technology PAGEREF _TOC252948446 \H 49 HYPERLINK \L “_TOC252948447” 2.3 Terminology PAGEREF _TOC252948447 \H 65 HYPERLINK \L “_TOC252948448” 2.4 Service Desk Outsourcing Template PAGEREF _TOC252948448 \H 67 HYPERLINK \L “_TOC252948449” 2.5 Service Desk Metrics PAGEREF _TOC252948449 \H 87 HYPERLINK \L “_TOC252948450” 2.6 Communication Plan PAGEREF _TOC252948450 \H 90 HYPERLINK \L “_TOC252948451” 2.7 Business Flyers PAGEREF _TOC252948451 \H 98 HYPERLINK \L “_TOC252948452” 2.8 ITIL V3 Incident Management Process Flow Diagram PAGEREF _TOC252948452 \H 103 HYPERLINK \L “_TOC252948453” 2.9 Service desk objectives and goals PAGEREF _TOC252948453 \H 104 HYPERLINK \L “_TOC252948454” 2.10 Policies objectives and scope PAGEREF _TOC252948454 \H 109 HYPERLINK \L “_TOC252948455” 2.11 Business justification document PAGEREF _TOC252948455 \H 116 HYPERLINK \L “_TOC252948456” 3 Introduction PAGEREF _TOC252948456 \H 124 HYPERLINK \L “_TOC252948457” 4 Event Management PAGEREF _TOC252948457 \H 132 HYPERLINK \L “_TOC252948458” FURTHER READING PAGEREF _TOC252948458 \H 168 HYPERLINK \L “_TOC252948459” 5 Index PAGEREF _TOC252948459 \H 169 Operational Support and Analysis Functions The term function in ITIL refers to the logical grouping of roles and automated measures that execute a defined process, an activity or combination of both.
The functions involved with Operational Support & Analysis are required to enable the effective and efficient delivery and support of IT services.
The functions are designed in such a way that aligned roles are grouped together so that it allows optimal application of resources, skills and knowledge of available staff.
When using functions in this way, clear definition of roles and responsibilities is essential for developing a high performing and coordinated approach to Service Operation. “Know your role, do your job” — They are designed to be displayed in staff rooms. Note, they are examples, and your input is required to complete the flyers. Remember, the important thing is to ensure that the message delivered in the flyer is appropriate to the audience that will be reading it. So think about how and where you will be distributing the flyers. ITIL V3 Incident Management Process Flow Diagram Service desk objectives and goals IT Services Detailed Objectives/Goals Function: Service Desk Status: In draft Under Review Sent for Approval Approved Rejected
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