ITIL Service Support V2

Covers: Service Desk and the Process of Incident Management, Problem Management, Configuration Management, Change Management and Release Management

One of two books issued as part of the updated IT Infrastructure Library, ITIL Service Support documents industry best practice for the support and delivery of IT services. Although this book can be read in isolation, it is recommended that it be used in conjunction with the other IT Infrastructure Library books.

ITIL Service Support focuses on ensuring that the customer has access to appropriate services to support the 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.

Service Support is published in print and CD-ROM formats as outlined in the ITIL Booklist and Order Form.

Contents Page

1. Introduction
2. Relationship Between Processes
3. Getting Started
4. The Service Desk
5. Incident Management
6. Problem Management
7. Configuration Management
8. Change Management
9. Release Management
10. Service Management Software Tools
11. Planning for the Implementation of Service Management
12. Bibliography
13. Appendices

    a. Terminology
    b. Process Theory and Practice
    c. Implementing Service Management Processes – Issues to Consider
    d. Quality
    e. Example: Cost Benefit Analysis for Service Management Processes
    f. The Service Support Process Model
    g. Glossary & Acronyms

ISBN 0 11 330015 8