Service Support stage

contains

Change Management Process The Process responsible for controlling the Lifecycle of all Changes to the IT Infrastructure.

Configuration Management the Process responsible for maintaining information about Configuration Items, including their Relationships, required to deliver an IT Service

Incident Management process the Process responsible for managing the Lifecycle of all Incidents (including Service Requests)

Problem Management Process The Process responsible for managing the Lifecycle of all Problems. Primary Objective is to prevent Incidents from happening and to minimize the impact on the IT Infrastructure.

Release Management Process The Process responsible for Planning, Scheduling and Controling of Releases to Test and Live Environments.

Service Desk function The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.

is referenced from

Interfaces between individual Processes and Functions There are many interfaces (or overlap) between each and every process, as well as the Servicedesk function.

Some interfaces constitute a chain of activities, started in one process and continued in another. Some interface constitute an information exchange between two processes.

It is ...

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Service Support