The ITIL Service Support Book
IT Service Management (ITSM) is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organisation. ITIL is fast becoming an international de facto standard, providing a comprehensive, consistent and coherent set of best practices for IT Service Management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. Service support is the first title to emerge from this process.
Service Support focuses on ensuring that the customer has access to appropriate services to support business functions. Issues covered include Service Desk, Incident Management, Problem Management, Configuration Management, Change Management and Release Management.
It expands the necessary interactions between these and other core IT service management disciplines, and updates best practice to reflect recent changes in technology and business practices.
