The Information Technology Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology infrastructure, development, and operations. Originally a standard developed by the British Government, ITIL projects are currently being undertaken by
"The Aternity Frontline Performance Intelligence Platform offers a helicopter view of the total frontline user experience, which will no doubt have a profound effect on any organization that needs to improve productivity and reduce costs." ~ Chris Shipley, Technology thought leader and industry pundit
In ITIL “speak”, incidents are the result of failures or errors in the IT infrastructure. When an incident is considered to be serious in nature, or multiple occurrences of similar incidents are observed, a problem record might be created as a result (it's possible that the problem will not be recorded until several incidents have occurred). The management of a problem varies from the process of managing an incident and is typically performed by different staff and therefore is controlled by the problem management process.Relevant areas for the Aternity Frontline Performance Intelligence Platform include:
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