Definitions

• Operations - teams which specialize in operations and support of production systems.
• Service Management - business facing layer of IT department. Roles which ongoingly cooperate with business customers to ensure business-IT alignement.
• Development - organization delivering resources for development of new solutions, e.g. Java programmers, solution architects. Project Managers ususally are placed in development departments.
• Governance - team responsible for ensuring corporate and IT governance are aligned. Furthermore the team is responsible for overall quality of services provided by IT Organization and management of external vendors.
• Incident - an event that distrupts or might distrupt a service.
• Problem - an unknown cause for incidents. E.g. bug in the code, software miss-configuration.
• Level 1 - Service Desk - function in IT Organization responsible for being single point of esclation for incidents and service request.
• Level 2 - support group acting as a 2nd escalation level. The group has overall technical understanding of Service provided for end user. Should be able to resolve up to 90% of incidents
• Level 3 - higly specialized group in technology domain. Resolves uniqe incidents and works on permement solutions to problems

Sources

• "The official Introduction to the ITIL® Service Lifecycle", TSO, 2007

Author

• Marcin
• contact: (here)