Includes index

Service Support focuses on ensuring that the customer has access to appropriate services to support business functions, and covers the related functions which provide stability and flexibility for IT service provision. It deals with the identification and recording of the IT configuration, day-to-day communication with users and the control and co-ordination of incidents, problems and changes. It expands the necessary interactions between these and other core IT service management disciplines, and updates best practice to reflect recent changes in technology and business practices. Topics covered include: - Service Desk - Incident Management - Problem Management - Configuration Management - Change Management - Release Management