ITIL

The Information Technology Infrastructure Library standard provides value to your organization by improving management processes associated with information technology assets and also by assisting in the development of “best practice” policies that will govern your information technology infrastructure.

AppliedTrust will assist in the development of processes that can be applied to all aspects of IT at your organization. Here are some representative high-level process outlines:

Process – Problem Management

The principal purpose of problem management is to find and resolve the root cause of a problem and to prevent incidents. The problem management process is intended to reduce the number and severity of incidents and problems on the business, and report it in documentation to be available for the first line and second line of the help desk.

The main problem management processes are the following:

• Problem identification and recording
• Problem classification
• Problem investigation and diagnosis
• Problem resolution
• Problem closure
• Problem ownership, monitoring, tracking and communication

Process – Incident Management

The principal purpose of incident management is to return services to normal levels as soon as possible, with the smallest possible business impact. Incidents are the result of failures or errors in the IT infrastructure. The cause of Incidents may be apparent and the cause may be addressed without the need for further investigation, resulting in a repair, a work-around, or a request for change to remove the error. Where an incident is considered to be serious in nature, or multiple occurrences of similar incidents are observed, a problem record might be created as a result. The main incident management processes are the following:

• Incident detection and recording
• Classification and initial support
• Investigation and diagnosis
• Resolution and recovery
• Incident closure
• Incident ownership, monitoring, tracking and communication

Standards such as ITIL guide organizations in their development and implementation of IT security practices. However, the alphabet soup can be confusing, and organizations can become unsure of how to achieve compliance or when standards compliance is compulsory and when it is optional. AppliedTrust can help navigate these waters.

Let us bring a practical approach to your ITIL effort. Call us at (303) 245-4545 or contact us online.