ITIL Foundation¶
AXELOS. (2019). ITIL Foundation: ITIL 4 Edition. The Stationery Office.
Cited by¶
6 citations across 6 artifacts.
Each citation links to the sentence it supports in the citing article.
Primes¶
- Local Autonomy & Tiered Escalation
- A Tier-1 support agent has scripts and basic troubleshooting; a Tier-2 engineer has access to logs and APIs, an arrangement formalized in the ITIL Foundation framework's tiered service-management model (AXELOS, 2019).
This sourceThe Stationery Office. Standard IT service-management framework: defines tiered support and incident-management practice (Tier-1 service desk, Tier-2/3 specialist escalation) with explicit authority and capacity boundaries at each level.
- A Tier-1 support agent has scripts and basic troubleshooting; a Tier-2 engineer has access to logs and APIs, an arrangement formalized in the ITIL Foundation framework's tiered service-management model (AXELOS, 2019).
Mechanisms¶
- Escalation Threshold
- Formalizing the bound — the ITIL distinction between functional escalation (to more expertise) and hierarchical escalation (to more authority) is the canonical framing
This sourceDistinguishes functional escalation to more expertise from hierarchical escalation to more authority.
- Formalizing the bound — the ITIL distinction between functional escalation (to more expertise) and hierarchical escalation (to more authority) is the canonical framing
- Scope Change Request Template
- … it stops the smallest, most insidious additions — the ones too minor to convene anyone over — simply by requiring them to be written down, and it leaves a complete record, in the spirit of the formal change request that ITIL and project-management practice place at the front of any change process.
This sourceIn ITIL, a request for change is a documented description of a proposed change used to initiate change enablement.
- … it stops the smallest, most insidious additions — the ones too minor to convene anyone over — simply by requiring them to be written down, and it leaves a complete record, in the spirit of the formal change request that ITIL and project-management practice place at the front of any change process.
- Service Dependency Inventory
- Its distinguishing commitment: it is an authoritative, current roster of entities and their attributes, not a rendered relation artifact and not a cascade tracer.
This sourceDefines service configuration management as maintaining accurate, reliable records of configuration items and their attributes.
- Its distinguishing commitment: it is an authoritative, current roster of entities and their attributes, not a rendered relation artifact and not a cascade tracer.
- Tiered Response Protocol
- Frameworks like ITIL formalize exactly this priority-and-escalation shape for IT operations.
This sourceFormalizes incident prioritization by impact and urgency together with defined functional and hierarchical escalation paths.
- Frameworks like ITIL formalize exactly this priority-and-escalation shape for IT operations.
Verification¶
Does it exist? Not checked yet. This entry carries no identifier to resolve. It was extracted from the citation as written in the article, normalized, and deduplicated against the rest of the registry.
Does it back the claim? Not recorded. Neither this nor any other of the 6 citations of this work carries a recorded support check.
Was it audited? Yes. A second, independent pass read the citation against the article text and recorded a verdict.
Support is checked per citation rather than per work — the same source can be cited soundly in one article and wrongly in another. Per-citation recording began recently, so a citation with no recorded check is a gap in the record rather than evidence it went unchecked.
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Links previously used in the corpus¶
Before the registry existed this work was also linked 4 other ways.
- https://books.google.com/books/about/ITIL_Foundation_ITIL_4_Edition.html?id=HmsYwQEACAAJ ×1
- https://books.google.com/books/about/ITIL_Foundation_ITIL_4_Edition.html?id=qW6-xwEACAAJ ×1
- https://books.google.com/books?id=HSyFxwEACAAJ ×1
- https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-practitioner-change-enablement-3794 ×1
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