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ITIL (IT Infrastructure Library) (Service Operation (Service Operation …

- - - - Software Distribution tools
      - DML (Definitive Media Library)
      - Knowledge Management tools (to support SKMS)
- - - - Facilities Management.
      - Operations Control
    - - Information Inputs Needs
        
        Service Knowledge Management System (SKMS).
        
        SLAs
        
        Configuration Management System (CMS)
        
        Service Catalog
        
        Alerts from monitoring tools
        
        Change Schedule
        
        Known Errors
        
        Problem records
      - Call Types
        
        Incidents
        
        Service Requests
        
        Information and Feedback
        
        Question
      - Structure
        
        Follow-the-Sun Service Desk
        
        Virtual Service Desk
        
        Central Service Desk
        
        Local Service Desk
  - - - Event
        (a change of state which has significance for the management of a Configuration Item or IT Service)
        
        Regular Operation Events
        
        Exceptional Events
        
        Unusual Events
    - - Access
        (the level and extent of a service’s functionality or data that a user is entitled to)
    - - Incidence Models
        (used to pre-define the steps required, responsibilities, timescales, escalation procedures, and resolutions for commonly occurring incidents)
      - I. M. Activities
        
        Incident Closure
        
        Investigation and Diagnosis
        
        Escalation
        
        Hierarchic Escalation
        (forwarding the details of an incident to a supervisor in order to notify them of an incident and possible impact, as well as to obtain resources to resolve the incident)
        
        Functional Escalation
        (forwarding the details of an incident to a person or group with more specialized knowledge)
        
        Prioritization
        
        Categorization
        
        Logging
        
        Identification
        
        Alert
        (a warning that a threshold has been reached, something has changed, or a failure has occurred)
        
        Incident
        (an unplanned interruption to an IT service or reduction in the quality of an IT service)
        
        Major Incidents
        (those incidents with a high level of disruption to the business)
    - - Problem Model
      - Problem
        (unknown cause of one or more incidents)
    - - Request Models
        (established to automate responses to commonly occurring requests)
      - Service Request
        (a request from a user for information or advice or for a Standard Change or access to an IT service)