ITIL Service Support

ITIL Version 2 Service Support is concerned with maintaining the IS environment and ensuring the business continues to receives a high quality service. The disciplines and function involved are:

• The Service Desk
• Incident Manageement
• Problem Management
• Change Management
• Configuration Management
• Release Management

Service Desk

The Service Desk acts as the single point of contact for users who either have queries or are experiencing problems, and provides a vital day-to-day service in ensuring the availability of IT services remains as high as possible.

Incident Management

Incident Management is concerned with restoring normal service as soon as possible following an outage, thus ensuring the business can continue to operate with as little disruption as possible.

Problem Management

This process is concerned with preventing incidents re-occurring by identifying the root cause of failures thus further maintaining service availability.  It is also responsible for identifying work arounds whilst the root cause remains outstanding.                        

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