If you work in IT, you probably heard about IT service management (ITSM) or Information Technology Infrastructure Library (ITIL). ITIL is a set of best practices to improve IT effectiveness and quality, and it has gained wider adoption over the last several years. ITSM is at the heart of ITIL and aims to improve availability of IT services while reducing the cost of repeatable IT processes.
ITIL consists of several areas: Service Desk, Incident Management, Problem Management, Configuration Management, Release Management, Change Management, Availability Management, Service Level Management, Capacity Management, Financial Management, and IT Service Continuity Management.
In this blog post, I will explore couple of areas and how you can use Tcat Server to gather supporting data for these process areas.