Index of terms

ICT - Information and Communication Technology
ITSM - Information Technology Service Management
ITIL - Information Technology Infrastructure Library
HelpDesk, ServiceDesk - Single Point of Contact for customers
SLA - Service Level Agreement – an agreement on a level for providing service
Incident Management – process of managing incidents´ task is to recover services delivery as quickly as possible.
Configuration Management – the process provides a logical model of infrastructure and services by means of identifying, checking, maintaining and verifying versions of configuration elements.
Change Management – the process secures use of standardized methods and procedures for effective and immediate management of all changes aimed at minimizing impact of incidents connected with changes during preserving quality of services.
Service Level Management – the process of defining, approving, documentation and management of the level for required IT services.

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