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Availability Management

Financial Management for IT Services

IT Service Continuity Management

A top-down approach whereby the management of the organization strongly and visiblyenforces the implementation

Buy-in specifically from the levels in the organization which will be operationally involved in ITService Management activities

The appointment of a specialist department responsible for the development of the processstructures

how they can provide policies and a framework for a Management System

how they contribute to the Total Cost of Ownership (TCO)

how they contribute to the total salary reduction

A senior responsible owner should be assigned as chairman of the Change Advisory Board(CAB).

A senior responsible owner should handle all customer complaints to be able to improvecustomer satisfaction.

A senior responsible owner should have responsiblity for Customer RelationshipManagement.

the authorization and implementation of emergency Changes

the investigation and prevention of Security Incidents

the recording of all reported Incidents

to provide critical services to business customers

to provide guaranteed service levels against business requirements

to provide services to the maximum level to the business

No, because as manager he is not competent enough.

No, because this person is responsible for all processes and therefore he would audit his own work.

Yes, because as manager he should have knowledge of performing internal audits.

Only the senior manager should authorize emergency Changes.

The Change process should be completely bypassed.

There is a separate process for emergency Changes.

The environmental needs of the employees in the organization are well looked after.

The organization behaves in a socially responsible way.

The organization has less suppliers to deal with.

A software system for the ticket system

A software system to monitor the key performance indicators (KPIs)

Systematic processes for ticket recording and follow-up only

Incidents

Known Errors

Requests for Change (RFCs)

Channeling data to Problem Management

Following up on Incidents

Setting up Service Level Agreements with the users

An external independent organization

Customers of the IT Service Management organization

Other persons on behalf of the Customer

CobITTM

ITIL

MOF

for organizations to confirm that all of the ITIL® guidelines have been implemented

for organizations wishing to certify their services

for tool vendors to specify the Service Provider's processes

to be able to allocate roles and responsibilities

to be able to define the objectives and requirements that are to be achieved by Service Management

to be able to establish the Service Management policy, objectives and plans

Change Management is the most important of the Control processes.

Release Management shall be implemented only after the processes Change Managementand Configuration Management have become mature.

Release Management, Change Management and Configuration Management are Controlprocesses.

As input to financial management in order to determine charges for the service

To present a professional image of the company

To compare the performance of the Service Desk with service targets