ITIL 4 Foundation

Among the ITIL 4 books, the Incident Management process is designed to resolve an incident (i.e., a single call for incorrect or non-delivered service) and promptly resume service provision. Incident logging by the Service Desk is one of the most important components of IT service delivery – the information received is used in other ITIL processes, and their effectiveness depends on its quality.

ITIL 4 Foundation

The process of problem management (i.e. IT infrastructure building errors that are often the cause of recurring incidents) is to identify and eliminate them. Once the problem is identified and its cause is identified, a business decision is usually made as to whether or not to make changes to the infrastructure to prevent new incidents, and if so, a change request is submitted.

In this regard, I would like to draw attention to the distinction between incidents and problems (apparently, the distinction between these concepts has become one of the most famous contributions of the ITIL library to the development of IT service management processes). An incident consists of a single failure event and implies a quick restoration of service in this particular case. The problem is the cause of incidents and involves a certain (and not always quick) work to eliminate it.

Configuration management is the control of a changing IT infrastructure, its standardization, monitoring of its status, inventory, verification and registration of its constituent parts (sometimes called configuration items and representing a set of software and hardware), management of IT infrastructure documentation, and provision IT infrastructure information for all other IT service management processes.

Change management is about identifying necessary changes to the IT infrastructure and how to implement them with minimal negative impact on IT service delivery while tracking changes through coordination across the company. Changes can be made in response to customer requests, as a result of problem management, or some other IT service management process. Changes are made according to the developed scheme, including definition, planning, creation, testing, making a final decision on the change, implementation and evaluation of the result.

The main task of release management is to ensure the successful deployment of releases (sets of IT infrastructure components that are jointly tested and implemented). This process ensures that only tested and correct versions of software and hardware are used. Release management is usually used to make changes.