ITIL 4 Best Practices
About ITIL 4, the following practices were implemented:
ITIL General Management Best Practices
> Management of Information Security
> Measuring and Reporting
> Management of Projects
> Management of Knowledge
> Management of Risks
> Financial Management of Services
> Management of Suppliers
> Management of Workforce Talent
There are other General Management practices that were not in the scope of the NOC.
ITIL Service Management Best Practices
> Management of Incidents
> Event Management and Monitoring
> Enablement of Change
> Management of Availability
> Management of Capacity and Performance
> Problem Management
> Management of Service Configuration
> Management of Service Continuity
> Management of Service Levels
There are other Service Management practices that were not in the scope of the NOC.
ITIL Technical Management Best Practices
> Management of Deployment
> Management and Development of Software
There are other Technical Management practices that were not in the scope of the NOC.
ISO 9001 Best Practices
About ISO 9001, the following practices were implemented:
Regarding to Quality Assurance, it was used ISO9001 Plan-Do-Check-Act (PDCA) cycle. This is an orientation to process assurance, whose definitions are based on ITIL 4 practices. In turn, these processes are socialized and reviewed with the interested parties: Clients, external suppliers and internal suppliers. The reference metrics for these processes are SLAs with customers and OLAs with suppliers.
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