ITIL

ITIL® is the Information Technology Infrastructure Library. It is a globally recognized framework and set of best practices developed for IT service management professionals. ITIL focuses on effective and efficient delivery of services within an organization to align with the business’ needs.

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Dear Experts

please let me know if remote users access the hosted applications which is on site through the internet of connection types: DSL/broad band connection or data cards/dongle with the security layer of VPN client access and with YubiKey enabling if this two are taken care will it be within the compliance of ISO27001 standards please suggest,  I want to understand without the MPLS VPN and leased line (site to site vpn)  will it be still possible to meet the iso27001 standards  please suggest.
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My team is experimenting with a service desk solution called Service Now Express for managing incidents, problems, change requests, service requests, knowledge bases, assets, etc.....
One thing we do not seem to understand, or at least agree on, is whether deploying a new Virtual Server in the environment is a change request, or a service request, etc.
Does it vary? Is this something the ITIL gods have already deliberated over and decided on?
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Please share your experience on the help Desk  or support desk application to use in our IT department  . It is good to have some thing with ITIL enable one
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Dear experts,

What is the difference between ITSM and ITIL? Maybe I'm just trying to compare incomparable, but worth trying.
Both consider ServiceDesk (HelpDesk + CMDB) and processes. I assume, that ServiceDesk should respect ITIL.

I'm thinking about it, because we are an IT company (MPS) and we do IT outsourcing for SMB customers. SMB means up to 250 computers here in Czech republic. Our focus is on even smaller customers, 5 to 50 computers / users.

We have ITIL compatible ServiceDesk and defined processes. Those processes are based on ITIL, but simplified. For example we don't care about "capacity management" or some processes are merged to one like "change management" and "release and deployment management".

We want to do the best for our customers, so I need to understand the context of ITIL and ITSM.

Kind regards,
Jarda
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ITIL

ITIL® is the Information Technology Infrastructure Library. It is a globally recognized framework and set of best practices developed for IT service management professionals. ITIL focuses on effective and efficient delivery of services within an organization to align with the business’ needs.

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