ITIL Newsletter: News & Information for ITSM

ITIL Service Support Processes



Brief Process Description


Service Support Processes


Service Desk (Its a function not a process)

Service Desk function provides a single point of contact to all IT users for registering all types of incidents and service requests. Service Desk tracks, monitors, escalates and reports on the complete incident lifecycle. Service Desk receives and logs all incidents and provides the first line of support to resolve incidents. Service Desk monitors and escalates all incidents as per agreed service levels. The service desk prepares MIS reports on service levels.


Incident Management

The primary goal of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the maintenance of the best possible quality and availability of levels of service within the limits of the SLA .


Problem Management

The goal of Problem Management is to minimize the adverse impact of Incidents and Problems on the business. Problem Management process maximizes IT services by putting right what is wrong and preventing recurrences. In other words it follow a philosophy of cure reactively and prevent proactively. Problem Management proactively analyses and trends Incidents and Problems to prevent the occurrence of further Incidents and Problems.


Change Management

Goal of Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes,  in order to minimize the impact of change related problems upon IT service quality and consequently to improve the day to day operations of the organization. The Change Management process is responsible for managing changes to ensure that all parties affected by a given change are aware of and understand the impact of the impending change. It is also responsible for minimizing or mitigating disruptions or adverse effects due to change. Change management should be applied to any asset in the environment that is necessary for meeting the service level requirements of the solution.


Release Management

The Release Management process facilitates the introduction of software and hardware releases into managed IT environments. Release management coordinates with the change and configuration management processes to ensure that the shared CMDB is kept up-to-date with changes implemented by new releases and that the software content of those releases is stored in the definitive software library (DSL). Release management builds and manages release rollout plans and works with development teams and the customer during planning and development in order to facilitate a smooth rollout


Configuration Management

The Configuration Management process is responsible for identifying, recording, tracking, and reporting of key IT components or assets called configuration items (CIs). The information captured and tracked depends on the specific CI, but often includes a description of the CI, the version, constituent components, relationships to other CIs, location/assignment, and current status. Configuration items typically correspond to each of the assets placed under the control of the Change Management process. CIs are typically recorded in a configuration management database (CMDB). The Configuration Management process is concerned with establishing, maintaining, and managing the CIs and CMDB.





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