ITIL® service support processes are divided into six major areas of concern, namely, service desk or help desk, incident management, problem management, configuration management, change management, and release management.
The help desk or service desk is a solitary point of focus for all IT services made for clients, responsible for reporting problems or requests for services. Service desk processes consist of tracking and escalating procedures. Moreover, the service desk is also in charge of distributing information to organizations with regards to plans and stages, and also the implementation of change impacts within service production.
Incident management focuses on restoring services following an incident. Incident management basically is a reactive process that provides diagnostic guidance and tends to react as quickly as possible to restore service.
Problem management focuses on identifying the ways preventive measures become necessary and the cause of service-related issues. It processes reactive responses triggered by incidents and identifies them to prevent future occurrence.
Configuration management guides staff in the collection and archiving of reports about individual infrastructure component specifications. The database of configuration management is a single repository. It contains information with regards to the relation and dependencies among the components of an infrastructure.
Change management manages the changes that are newly introduced into the IT infrastructure. Change management assesses risks wrought by the changes. Its goal is to identify application codes, detect performance defects and intercept problems before customers are affected by them. Change management is successful if it causes no unwanted effects on the business unit or the customers.
And last, release management is closely interrelated with change management. It addresses large-scale changes within the environment such as reinstalling a new form of database for managing the system, or a widespread change in the entire business application.
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