ITIL IT Service Management
The Service Support ITIL discipline is focused on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions. In order to make ITIL more accessible (and affordable) to those wishing to explore it, one of the aims of ITIL v2 was to consolidate the publications into logical ’sets’ that grouped related process guidelines into the different aspects of IT management, applications and services.
IT service continuity management (ITSCM) is to proactively assure IT services can be recovered and provisioned based upon the established business continuity management timeframes. Proper software and hardware control ensures the availability of licensed, tested, and version-certified software and hardware, which will function as intended when introduced into the existing infrastructure. ITIL IT Service Management The Service Delivery discipline is primarily concerned with the proactive and forward-looking services that the business requires of its ICT provider in order to provide adequate support to the business users.
It is important that business managers take notice of these changes and ensure that steps are taken to safeguard the business from adverse side effects. That is what most of its users make of it, probably because they have such a great need for such a model.
Tasks include handling incidents and requests, and providing an interface for other ITSM processes.