Answer:
Sustaining an ICT Project for Social Change
1. Sustaining an ICT Project for Social Change Prepared by Mark Jhon Oxillo
2. Change Management • This aims to ensure that standardized methods and procedures are used for efficient handling of all changes. Change is an event that results in a new status of one or more configuration items.
3. Request Fulfillment • Or request management • This focuses on fulfilling service requests which are often minor changes (e.g. requests to change a password) or request for information
4. Problem Management • This aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents cause by errors within the IT infrastructure and to prevent recurrence of incidents related to these errors.
5. Infrastructure Management • This process describe the processes within ITIL (Information Technology Infrastructure Library) that directly relate to the ICT equipment and equipment and software that is involved in providing ICT services to customers.
6. IT Infrastructure • This refers to the composite hardware, software, network resources and services required for the existence, operation and management of an enterprise IT environment.
7. Operations Management • This provides the day-to-day technical supervision of the ICT infrastructure.
8. Technical Support • Is the specialist technical function for infrastructure within ICT
9. Service Support • This focuses on the user of the ICT services and primarily concerned with ensuring that they have access to the appropriate services to support the business functions.
Explanation:
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