IT Infrastructure Library (ITIL) is a collection of best practices for quality IT service management (ITSM).
University IT has established process owners to help define the Stanford ITSM processes based on ITIL.
Incidents can include reported failures or degradation of services. The Incident Management process is the ability to respond to an incident and restore the level of service as quickly as possible.
A problem is the unknown cause of one or more incidents. The Problem Management process manages the lifecycle of all problems.
The Change Management process manages any change made to the production environment from inception to completion, minimizing risk and disruption to services.
Knowledge Management provides efficiency by reducing the need to rediscover knowledge. The process manages data and information, ensuring it is available, reliable, re-usable, and secure.
Request fulfillment is the process to manage all types of requests made by end users. Requests may include such things as answering questions, arranging for equipment relocation, and supplies, etc.
Free courses for ITIL training are offered through Navvia and Lynda.com with your SUNet ID login.
Navvia.stanford.edu (Log in with your SUNet ID, click Learn menu tab, and then Recorded Courses submenu tab.)
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