ITIL Service Support

Service Support comprises those disciplines that enable IT Services to be provided. The 5 recognised disciplines are:

Configuration Management
This is the implementation of a database (Configuration Management Database - CMDB) that contains details of the organizationís elements that are used in the provision and management of its IT services. This is more than just an Ďasset registerí, as it will contain information that relates to the maintenance, movement, and problems experienced with the Configuration Items.

Problem Management
Problem Management is the resolution and prevention of incidents that affect the normal running of an organizationís IT services.

Change Management
Change Management is the practice of ensuring all changes to Configuration Items are carried out in a planned and authorised manner.

Help Desk
The Help Desk is very often the first contact users have in their use of IT Services when something does not work as expected.

Software Control and Distribution
This is the management of software development, installation and support.

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You can order the ITIL Service Support CD-ROM from here


Service Management Resources

Disaster Recovery World provides for contingency management & planning

BS15000 can now be purchased online from the Electronic Shop

A comprehensive set of security policies can be obtained from the Information Security Policies Group

Security risk analysis is also essential to top quality IT service management

For doing business with government: GSA