ITIL Defination

ITIL Case Study - Turning Vision into Reality

Introduction

Operating a shared service model across Europe, the UK-based IT department of this leading European PC and video game products retailer supports a complex mix of applications and multi-channel retail architectures that include 1,200 outlets in Eight countries and five e-commerce websites, as well as the provision of desktop, server and application support to 550 employees at four UK office locations.

ITIL Case Study, ITIL Certifications Cost, ITIL Defination, ITIL Implementation

A programme of new store openings, burgeoning online e-commerce demand, plus the acquisition of a major competitor some 18 months earlier, had all placed significant pressure on existing structures and created an urgent need for change.

ITIL Terminology - H to K

Hierarchic Escalation

Informing or involving more senior levels of management to assist in an escalation.

High Availability

An approach or design that minimizes or hides the effects of configuration item failure from the users of an IT service. High availability solutions are designed to achieve an agreed level of availability and make use of techniques such as fault tolerance, resilience and fast recovery to reduce the number and impact of incidents.

Information Security Management (ISM)

The process responsible for ensuring that the confidentiality, integrity, and availability of an organization’s assets, information, data and IT services match the agreed needs of the business.