In IT Service Management, one of the areas that it covers is the Service Support. ITIL® provides the recommended practices of disciplines in handling Service Support. It becomes impossible to provide IT services to clients if no discipline is observed. It tends to become very unmanageable and hazardous to the company were services is provided.
The following are five Service Support disciplines and their description: 1. Configuration Management. It involves the application
of a database known as Configuration Management
Database: CMDB. The CMDB includes the details
of the organization’s elements used in the management
of its IT services. It is consider as asset register,
containing all the information relative to the maintenance,
movement, and problems experienced with the Configuration
2. Problem Management. Includes the resolution and preventive
measures of handling incidents affecting the normal run of an
organization’s IT services. This also includes the assurance
that errors or mistakes are corrected so as to avoid recurrence
and the preventive maintenance to avoid repetition of it.
3. Change Management. This practice includes ensuring that
configuration changes are carried out as planned and as
authorized by designated person. Ensuring that there is a
reason for such change, be able to identify the specific
configuration items and IT Services affected by the change,
planning the change, testing the change, and a contingency
plan, should the change result to unexpected state of the
4. Help Desk. Service/Help Desk personnel are the first
contact person when something unexpected happens.
The best practices of handling Service/Help Desk are
important in the provision of IT Services.
5. Software Control and Distribution. Includes the
discipline in the management of software development,
installation and support.
Guided with these disciplines in ITIL® Service Support, everyone would be accountable for its actions.