ITIL® https://wiki.octopus-itsm.com/en/taxonomy/term/22/all en CAB Management in Octopus https://wiki.octopus-itsm.com/en/articles/cab-management-octopus <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>This article explains what the <strong>CAB </strong>is, how to constitute it, our recommendations and how it can be managed into Octopus.</p> <p>As a bonus, we offer general advice on holding effective meetings!</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Mon, 20 Jul 2015 12:30:48 +0000 cdutremble 803 at https://wiki.octopus-itsm.com Service Asset and Configuration Management - ITIL® Process https://wiki.octopus-itsm.com/en/articles/service-asset-and-configuration-management-itilr-process <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>This article presents main the main concepts related to the <strong>Service Asset and Configuration Management</strong> process of&nbsp;ITIL® framework.</p> <p>&nbsp;</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Thu, 09 Jul 2015 18:43:45 +0000 cdutremble 797 at https://wiki.octopus-itsm.com Using the IT Service CI Type https://wiki.octopus-itsm.com/en/articles/using-it-service-ci-type <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <h1><span style="line-height: 1.6em;">Introduction</span></h1> <p>Version 3 of the ITIL referential formally introduces the notion of Service. ITIL defines it as "<em>A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks</em>."</p> <p>In short, IT takes charge of the informational aspect of the customer's buisiness processes, both in terms of the costs and of risks, thereby contributing to the achievement of business objectives.</p></div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Mon, 26 Jan 2015 12:14:57 +0000 Nasselin 767 at https://wiki.octopus-itsm.com Index of documents https://wiki.octopus-itsm.com/en/articles/documents-index <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>&nbsp;</p> <p><a href="/en/articles/what-are-different-status-incidents-sr"><strong>Incident - Diagram of status</strong></a></p> <p>Wiki article illustrating the different status of an incident: New, Assigned, In Process, Pending, Suspended, Resolved and Closed.</p> <p><a href="https://wiki.octopus-itsm.com/sites/all/files/Index des documents/ITIL%20-%20Concepts%20cl%C3%A9s_EN.pdf"><strong>ITIL® - Key Concepts.pdf</strong></a></p> <p>One-page fact sheet on the following&nbsp;key concepts of ITIL®: Incident, Service Request (SR), Problem and Change.</p> <p>&nbsp;</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Tue, 23 Dec 2014 12:33:37 +0000 Nlachapelle 757 at https://wiki.octopus-itsm.com Problem Management - ITIL® Process https://wiki.octopus-itsm.com/en/articles/problem-management-itilr-process <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>Problem Management is the process that is responsible for managing the lifecycle of all problems. The objectives of the Problem Management are to prevent problems and resulting incidents from happening, eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Wed, 17 Dec 2014 22:01:24 +0000 cdutremble 754 at https://wiki.octopus-itsm.com Incident Management - ITIL® Process https://wiki.octopus-itsm.com/en/articles/incident-management-itilr-process <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>Incident Management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized. This article explain basic principles about this process, according to ITIL®.</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Thu, 04 Dec 2014 21:46:19 +0000 cdutremble 750 at https://wiki.octopus-itsm.com Request Fulfilment - ITIL® Process https://wiki.octopus-itsm.com/en/articles/request-fulfilment-itilr-process <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>The term <strong>service request</strong>&nbsp;is used as a generic description for many different types of demands that are placed upon the IT organization by the users. Many of these are typically requests for small changes that are low risk, frequently performed, low cost, and with predefined steps <em>(e.g. request to change a password, request to install an additional software application, request to relocate some items of desktop equipment)</em> or may be just a request for information. This wiki article explains basic principles about Request Fulfilment process, according to ITIL®.</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Wed, 19 Nov 2014 15:25:07 +0000 cdutremble 736 at https://wiki.octopus-itsm.com Event Management - ITIL® Process https://wiki.octopus-itsm.com/en/articles/event-management-itilr-process <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>Event Management is an ITIL® process that is part of the Service Operation phase. This article présents basic concepts about this process.</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Tue, 02 Sep 2014 19:46:10 +0000 cdutremble 644 at https://wiki.octopus-itsm.com Sustainable Improvement of IT Services https://wiki.octopus-itsm.com/en/articles/sustainable-improvement-it-services <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>Many IT organizations want to become more efficient to improve the IT service to users. The operation mode of IT teams is revised, procedures and roles change, methods are challenged and ... resistance to change is encountered.&nbsp;</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Mon, 11 Nov 2013 18:03:44 +0000 Nlachapelle 460 at https://wiki.octopus-itsm.com ITIL Acronyms https://wiki.octopus-itsm.com/en/articles/itil-acronyms <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>The table below contains the designation of ITIL acronyms that can be used in articles or Octopus Wiki. You will notice that the acronym remains the same whether in French or English.</p> <p> </p></div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Thu, 03 Oct 2013 17:34:31 +0000 Nlachapelle 468 at https://wiki.octopus-itsm.com Change Management - ITIL® Process https://wiki.octopus-itsm.com/en/articles/change-management-itilr-process <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>This article presents few key concepts of Change Management process according to the ITIL® framework; the process described below has been simplified for a better understanding and easier implementation.&nbsp;</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Wed, 27 Jul 2011 23:52:12 +0000 Nlachapelle 718 at https://wiki.octopus-itsm.com ITIL® Glossary https://wiki.octopus-itsm.com/en/articles/Glossary <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>ITIL® is a set of best-practice publications for IT service management. It gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. This article presents basic ITIL® terms used in Octopus.</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Wed, 10 Nov 2010 15:55:47 +0000 Nlachapelle 678 at https://wiki.octopus-itsm.com Priority Definition and Basic Service Levels https://wiki.octopus-itsm.com/en/articles/priority-definition-and-basic-service-levels <div class="field field--name-body field--type-text-with-summary field--label-hidden"><div class="field__items"><div class="field__item even" property="content:encoded"> <p>ITIL recommends that an incident&nbsp;priority&nbsp;is derived from the&nbsp;Impact&nbsp;and the&nbsp;Urgency, based on the context of an organization. Octopus can derive automatically an incident priority by selecting the impact and urgency of a incident.</p> </div></div></div><div class="form-item form-type-item"> <label>Language </label> English </div> Mon, 16 Feb 2009 18:58:47 +0000 Nlachapelle 596 at https://wiki.octopus-itsm.com