The ITIL Toolkit is very widely employed. Software asset management (SAM) is the practice of integrating people, processes and technology to allow software licenses and usage to be systematically tracked, evaluated and managed. ITIL is an acronym for IT Infrastructure Library.
ICT Design and Planning provides a framework and approach for the Strategic and Technical Design and Planning of ICT infrastructures. ICT Operations may often work closely alongside Incident Management and the Service Desk, which are not-necessarily technical in order to provide an 'Operations Bridge'. ITIL Management Briefing The various roles and responsibilities involved in a project are fully described and are adaptable to suit the complexity of the project and skills of the organisation.
Reliability: how reliable is the service? There is an international, chapter-based professional association, the IT Service Management Forum (ITSMF), which has a semi-official relationship with ITIL and the ITSM audit standard ISO/IEC 20000.
Service Level Management ensures that arrangements are in place with internal IT Support Providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs).
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