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				ID19088D='<span class=\"mov_desc\">Service Level Management ensures that the IT services required by the customer are continuously maintained and improved. This is accomplished by agreeing, monitoring and reporting about the performance of the IT organization.<br />Effective Service Level Management has following benefits:<br />\n* improved relationships with satisfied Customers by increasing customer orientation: IT services are developed in agreement with customers\' requirements. The requirements are included in the Service Level Agreements.<br />* service performance can be measured, which means that it can be managed and reported on and communicated,<br />* in case that SLM is charged by IT Finance Management, the service must be transparent for customer.</span>';				
				ID19127D='<span class=\"mov_desc\">Financial Management is an important element of IT Service Management. It gives essential management information, which ensure cost-effective providing of services.<br />One of the objectives was to change over from budget-based organizations with fixed budgets to cost-conscious businesslike organizations.<br /> \nIT organisations, which have implemented Financial Management are able to:<br />* calculate the cost of providing IT services<br />* establish the cost composition and categorise the costs<br />* assign costs to IT services provided to both internal and external Customers<br />* implement charging policies for using IT services<br />* operate the department as a Business Unit<br />* recover the costs including  capital costs (investments, depreciations, interest, etc.) of the IT services from the customers of the service<br />* proper information concerning costs related to the  provided IT services</span>';				
				ID19130D='<span class=\"mov_desc\">The aim of Availability Management is to create cost effective and accessible to the defined extend IT Services, which in result help a company to reach the objectives.<br />During the construction of processes the followings aspects should be taken into consideration:<br />\n* Availability Management implementation is the first step to achieve higher customer satisfaction and to hold it up.<br />Availability and reliability strongly influence the attitude of a customer to an organisation.<br />* Despite higher availability breakdowns always appear. Availability Management means professionalism used by such situations.<br />* Composition of processes needs not only IT knowledge but also deep insight into process and services delivered to customers.<br />Combination of these capabilities can help achieving the defined objectives.<br /> </span>';				
				ID19145D='<span class=\"mov_desc\">Capacity Management deals with timely and cost effective preparation of IT capacity  due to business demands.<br />Thus, Capacity Management  must support answering the following questions:<br />- Are the costs of capacity purchasing justifiable in comparison to business requirements? Is the capacity effectively used? (costs vs. capacity)<br />- Is the current capacity sufficient to meet current and future customer demand? (demand vs. supply)<br />- Can the capacity demand peak be effectively met? (Performance Tuning)<br />- When should additional capacity be purchased and installed?<br />Capacity Management is divided into three sub processes:<br />* Business Capacity Management (BCM)<br />* Service Capacity Management (SCM)<br />* Resource Capacity Management (RCM).<br />It is very important that Capacity Management cooperates with other processes from the company and IT strategy fields of business.</span>';				
				ID19160D='<span class=\"mov_desc\">The primary goal of the Incident Management process it to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the<br />highest possible levels of service quality and availability are maintained.<br />For this reason, Incidents are recorded, classified and allocated to appropriate specialists, incident progress is monitored, and Incidents are resolved and they are closed.<br />Incident Management is essential to the other ITIL processes as it provides valuable information about infrastructure errors. </span>';				
				ID19184D='<span class=\"mov_desc\">Incident Management takes action if there is an Incident, and stops activities once the situation has been recovered. This means that the root cause of the Incident is not always uncovered, and the incident may recur.<br />Problem Management investigates the infrastructure and the available registrations, including the Incident Database, to identify the underlying causes of actual and potential errors in the provision of services.<br />First we have to identify a cause. Once the underlying cause has been identified, the Problem becomes a Known Error. A Request For Change (RFC) may then be raised to eliminate the cause. Even after that, Problem Management continues to track and monitor Known Errors in the infrastructure. For this reason, information is recorded about all identified Known Errors, their symptoms, and the solutions available.<br /></span>';				
				ID19199D='<span class=\"mov_desc\">Every IT organization has information about its IT infrastructure. Such in-formation is particularly likely to be available after major projects that are generally followed by an audit and impact analysis. However, the art is in keeping the information up-to-date. Configuration Management aims to provide reliable and up-to-date details about the IT infrastructure. Importantly, these details include not just details on specific items in the infra-structure (Configuration Items, or CIs), but how these CIs relate to one another. These relationships form the basis for impact analysis.<br />Configuration Management checks if changes in the IT infrastructure have been recorded correctly, including the relationships between CIs, and monitors the status of the IT components, to ensure that it has an accurate picture of the versions of Configuration Items (CIs) in existence.<br /></span>';				
				ID19214D='<span class=\"mov_desc\">The objective of Release Management is to protect operational environment and provide the required service level by managing and distributing software and hardware versions used for production, which are supported by the IT department.<br />Release Management concentrates on implementations, whereas Change Management on controlling and planning.<br /> \nThe objectives of Release Management include:<br />- Avoiding major Incidents which result from errors in plans of software releases,<br />- Maintenance of the running software versions,<br />- Virus control,<br />- etc.<br /></span>';				
				ID19235D='<span class=\"mov_desc\">The main objective of Change Management is to reduce the number of Incidents to minimum. It is done by ensuring that standard methods and procedures are used, such that changes can be dealt with quickly, with the lowest possible impact on service quality. Specific advantages of Change Management include:<br />- Reduced risk by implementing standard Change processes.<br />- Reduced adverse impact of changes on the quality of IT services.<br />- Fewer  Fallback situations.<br />- Support of Financial Management by better estimation of the costs of proposed changes.<br />- Fewer Incidents caused by Changes.</span>';				
				ID19250D='';				
				ID19253D='<span class=\"mov_desc\">The aim of Continuity Management is to assure important services against exceptions and emergency cases. It can happen that e.g. a whole computer centre is demolished through an earthquake. The tasks of ITSCM-Planning consists of:<br />* identification of IT services important for security on the basis of risk analysis<br />* reaching measures which lower risk. ITSCM Planning is done in order to control and easily (without delays) deal with emergency cases. It is done to reduce consequential damages.<br />\n\nTasks:<br />* to prepare strategy and requirements within Business Continuity Management (BCM)<br />* to define measures and continuity plans for IT services<br />* to manage business (Training, Test, Review, Change Management, constant improvement)<br />* to overcome emergency case.<br /></span>';				
				ID19268D='';				
				ID19271D='<span class=\"mov_desc\">Security Management deals with structural security integration in IT organisation from the service provider point of view.<br />The aim of Security Management can be divided into 2 aspects:<br />\n* meeting security requirements from SLAs and other external requirements, which are included in agreements, law and if necessary in security policies of a company.<br />* Creation of  \"security base\".</span>';				
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