ITIL Process Core Component: Service Operation
Event Management
In this ITIL Process phase, the CIs and services are consistently monitored; Events are filtered and categorized in order to make decisions on appropriate actions.
Incident Management
In this ITIL Process phase, the lifecycle of all Incidents that occur are taken care of. The core objective of Incident Management is to return the IT service to users as fast as possible.
Request Fulfillment
This ITIL process phase is in place to take care of Service Requests. In most cases, the Service Requests may be minor Changes like requests to change a password or requests for information.
Access Management
This ITIL process phase grants authorized users the right to use a service while preventing access to illegal or unauthorized users. The Access Management processes basically execute policies that are outlined in Information Security Management. This ITIL process phase is also referred to as Rights Management or Identity Management.
Problem Management
This ITIL process objective is to manage the lifecycle of all Problems. The basic objectives of Problem Management are 1) to prevent Incidents from happening and, 2) curtail the impact of incidents that cannot be prevented. Proactive Problem Management helps businesses to analyze Incident Records. This ITIL Process uses data collected by other IT Service Management processes to pinpoint trends or significant issues.
IT Operations Control
This ITIL process phase enables the monitoring and controlling of the IT services and their underlying infrastructure. The process objective of IT Operations Control is to accomplish everyday routine tasks related to the operation of infrastructure components and applications. This ITIL process also includes job scheduling, backup and restore events, print and output management, and routine maintenance.
Application Management
The objective of Application Management is to manage applications throughout their lifecycle.
Technical Management
Technical Management offers technical expertise and support for IT infrastructure management. This ITIL process phase ensures that IT services are delivered successfully and efficiently. The Service Operation process includes the fulfillment of user requests, resolving service failures, finding solutions for problems, as well as executing routine operational tasks.
Service operation delivers the service on a continuous basis, supervising the daily general health of the service. This includes managing disruptions to the service through quick restoration after incidents; defining the root cause of problems and identifying trends related to the recurring issues; accomplishing daily routine end-user requests, and managing service access.
ITIL Core Component: Continual Service Improvement (CSI)
The objective of this ITIL process phase is to implement methods from quality management to study from past failures and successes. The Continual Service Improvement process aims to constantly improve the efficiency and effectiveness of IT processes and services in tandem with the concept of continual improvement adopted in ISO 2000.
CSI enables IT organizations to measure and improve service levels, technology, and the efficiency and effectiveness of processes that are used in the all-inclusive management of services.