ITIL processes
BMC Analytics for Business Service Management enables reporting on several IT Infrastructure Library (ITIL) processes. The preconfigured reports are designed to help you report on the ITIL processes listed in the following table. You can also use the universe classes and objects that are specific to the ITIL processes to create ad hoc reports.
Relevant ITIL processes
ITIL process | Process definition | Related universe class | Related preconfigured reports |
|---|---|---|---|
Incident Management | Incident Management concentrates on restoring unexpectedly degraded or disrupted services to users as quickly as possible, in order to minimize business impact. | ||
Problem Management | Problem Management involves root-cause analysis to determine and resolve the cause of incidents, proactive activities to detect and prevent future problems/incidents and a Known Error sub-process to allow quicker diagnosis and resolution if further incidents do occur. | ||
Change Management | Change Management is the process responsible for controlling the lifecycle of all changes. The primary objective of Change Management is to enable beneficial changes to be made, with minimum disruption to IT services | ||
Service Asset and Configuration Management (SACM) | Asset Management covers service assets across the whole service lifecycle. It provides a complete inventory of assets and who is responsible for their control. Configuration Management ensures that selected components of a complete service, system or product (the configuration) are identified, baselined and maintained and that changes to them are controlled. It also ensures that releases into controlled environments and operational use are done on the basis of formal approvals. It provides a configuration model of the services, assets and infrastructure by recording the relationships between service assets and configuration items. SACM may cover non-IT assets, work products used to develop the services and configuration items required to support the service that are not formally classified as assets. | ||
Service Level Management | The process responsible for negotiating Service Level Agreements, and ensuring that these are met. SLM is responsible for ensuring that all IT Service Management Processes, Operational Level Agreements, and Underpinning Contracts, are appropriate for the agreed Service level targets. SLM monitors and reports on Service levels, and holds regular Customer reviews. | ||
Service Fulfillment (Service Request Management) | The process responsible for managing the lifecycle of all service requests. | ||
Release Management | The process responsible for planning, scheduling, and controlling the movement of releases to test and live environments. The primary objective of Release Management is to ensure that the integrity of the live environment is protected and that the correct components are released. |