7 - Indira Gandhi Centre for Atomic Research

The object of Change Management is to ensure that standardized methods and
procedures are used for efficient and prompt handling of all Changes, in order to minimize
the impact of any related Incidents upon service. A single Change Management process,
for the efficient and effective handling of changes, is vital to the successful operation of
any IT organization. Changes must be carefully managed throughout their lifecycle from
initiation and recording, through filtering, assessment, categorization, authorization,
scheduling, building, testing, implementation and eventually their review and closure.
Change Management is responsible for controlling Change to all CIs within the live
environment. It is not responsible for change within ongoing projects, which are
controlled by the project change process.
The object of Release Management is to take an holistic view of a Change to an IT
service and ensure that all aspects of a Release, both technical and non-technical, are
considered together. Release Management is responsible for all legal and contractual
obligations for all hardware and software in use within the organization. Release
Management establishes secure environments for both hardware and software.
The object of Incident Management is to restore normal service to operation as quickly
as possible with minimum disruption to the business, thus ensuring that the best
achievable levels of availability and service are maintained. It is responsible for the
management of all incidents from detection and recording through to restoration and
closure. Incident Management should be used to ensure the best use of resources to
support the business, to develop and maintain meaningful records relating to Incidents,
and to devise and apply a consistent approach to all Incidents reported.
The object of Problem Management is to minimize the adverse effect on the business of
Incidents and Problems caused by errors in the infrastructure, and to proactively prevent
the occurrence of Incidents, Problems and errors. To achieve this Problem Management
assists Incident management by managing all major incidents and problems and record all
workarounds and rising change to implement permanent structural solutions wherever
possible.
The object of the Service Desk is to act as the central point of contact between the User
and IT Service Management. To handle Incidents and requests, and provide an interface
for other Service Management activities such as Change, Problem, Configuration, Release,
Service Level and IT service Continuity Management. The Service Desk, unlike the other
ten disciplines (processes), is a function essential to effective Service Management. More
than just a Help Desk, it is the principal operational interface between IT and their Users.
A good first impression by each of its Users is predicted upon its performance and
attitude. Often a stressful place for staff to work, underestimating its importance, high
profile and the skills required to perform the duties well can severely hinder an
organizations ability to deliver high quality IT services.
Service Delivery
• Service Level Management
• Capacity Management
• Financial Management for IT services
• Availability Management
• IT service Community Management
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