TODO

ITIL Processes

Change Management

• RFC - Request For Change - raised by Change Requestor

• CAB - Change Advisory Board - run by Change Manager

• CER - Change Evaluation Report

• ECAB - Emergency Change Advisory Board

• PIR - Post Implementation Review

Incident Management

• MTTR - Mean Time To Resolve

Problem Management

Configuration and Asset Management

Release and Deployment Management

IT Service Continuity Management

Security Management

Knowledge Management

Request Fulfillment

A Service Request is a  "formal request from a user for something to be provided -- for example, a request for information or advice; to reset a password; or to install a workstation for a new user." 

• CSAT - Customer Satisfaction

Service Catalog

• Service Title

• Service Availability

• Service Owner - the person responsible for paying for the service.

• Service Representative - 

• Service Criticality

Portfolio Management

Bibliography