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Knowledge Base ITSM

Overview of IT Service Management terms used in Marval software based on ITIL V4

  1. Artificial Intelligence (AI)
  2. Availability Management
  3. Change Management
  4. Configuration Management Database (CMDB)
  5. Knowledge Management
  6. Known Error
  7. Incident Management
  8. IT Asset Management
  9. ITIL
  10. ITIL guiding principles
  11. Machine Learning
  12. Major Incident
  13. Problem Management
  14. Release Management
  15. Service Catalogue 
  16. Service Continuity Management
  17. Service Level Management
  18. Service Management
  19. Service Request


Artificial Intelligence (AI)

AI is the simulation of human intelligence processes by machines.

Availability Management The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
Change Management The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.
Configuration Management Database (CMDB) A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records.
Knowledge Management The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization.
Known Error A problem that has been analysed but has not been resolved.
Incident Management The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
IT Asset Management The practice of planning and managing the full lifecycle of all IT assets.
ITIL Best-practice guidance for IT service management.
ITIL guiding principles Best-practice guidance for IT service management.
Machine Learning (ML) ML is a branch of both Artificial Intelligence (AI) and computer science. It focusses on the use of data and algorithms to mimic the way that humans learn, gradually improving its accuracy over time. With Machine Learning, it is possible to build and train models to predict outcomes and become more competitive within your industry - or at least maintain competitiveness - in ever evolving and disruptive markets
Major Incident An incident with significant business impact, requiring an immediate coordinated resolution.
Problem Management The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Release Management The practice of making new and changed services and features available for use.
Service Catalogue  Structured information about all the services and service offerings of a service provider, relevant for a specific target audience.
Service Continuity Management The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster.
Service Level Management The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Service Management A set of specialized organizational capabilities for enabling value for customers in the form of services.
Service Request A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

ITIL terms are copied from ITIL V4 (Axelos) and used in our Marval IT Service Management Software. 



What is meant by IT service management?

IT service management or ITSM can be summarized as the process of managing IT operational services. This includes all the processes and activities to design, create, deliver, and support IT services.

The four Dimensions of Service Management in ITIL 4 are:
  • Organizations and People.
  • Information and Technology.
  • Partners and Suppliers.
  • Value Streams and Processes.

What is the difference between ITIL and ITSM?

In short, ITIL is a specific framework for ITSM, while ITSM describes all processes of an organization to manage its IT services. 


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