ITIL® Service Support is just one of the 2 disciplines of IT Service Management. It includes the support procedures to make sure that service quality is implemented. These procedures handle the problems and changes in the IT framework. There are main processes that are included in this framework.
The main processes are the following:
1. Help Desk- is a tracking procedure that helps client requests and problems. This area is responsible for distributing information to your company in any intended changes that can make an impact to operations and other production procedures. 2. Incident Management- focuses on the re-establishment of services pursuing an incident. This process is a first and foremost a reactive process. This procedure provides the supervision on analytical procedures that is necessary to restore the companys services. The Incident Management processes are incorporated with Help Desk/ Service Desk. 3. The Problem Management- concentrates on recognizing the causes of service issues. This identifies the commission corrective work to prevent repetition of incidents. Problem Management plays a vital role in getting and examining data. 4. Configuration Management- processes the report and archiving of individual infrastructure. This process works closely with the Change Management process. Risk assessments must take in account the relationships that may have an effect on operations and production processes. 5. Change Management- it manages any change that is presented into the IT framework. It evaluates the risks in changes, recognizes the dependencies and other changes that creates impact on system and applications. It is said to be successful if the changes are presented into production operation without the negative effects on your business. 6. Release Management- attends to a large scale changes in the IT environment. This includes installing the latest database management system and managing extensive changes to your companys application. It manages big amount of changes that will bring in production operating environment. These processes in ITIL® Service Support are very important in creating dynamic IT system and applications. These procedures will help your company in serving satisfied customers.
To gain knowledge and expertise on a certain subject, an extensive training is needed wherein everything related to the chosen topic will be discussed in detail. At first, we see training as classroom discussions facilitated by a speaker or trainer. But now, since everything is almost high-tech, training courses can also now be taken online at your most convenient time. Same is true with Information Technology Infrastructure Library (ITIL®) training as there are a lot of web sites that offer such services. The three levels of ITIL® training that are normally accredited are Foundations Certificate Course, Practitioners Certificate Course and Managers Certificate Course.
A Foundations Certificate Course is like a basic training wherein students will be given an overview about ITIL®, its objectives and benefits, as well as the definition of terms and concepts needed to clearly understand the processes and functions involved in the ITIL® best practice framework.
A Practitioners Certificate Course is like a second-level course focused on discussions needed to gain more in-depth understanding about the different activities involved in ITIL®. This is more of a training guide to people who will soon work or are currently working within a specific ITIL® process.
On the other hand, the Managers Certificate Course is considered the highest level of all ITIL® training courses wherein the individual who should be at a Managerial position have at least 5 years of working knowledge in IT. This course is focused on developing the vision of making use of ITIL® within the organization. This also covers discussions about dealing with changes within the organization and how to overcome and manage such changes to your advantage.