The ITIL Toolkit is a collection of resources brought together specifially to accompany ITIL. ITIL is an acronym for IT Infrastructure Library. ITIL certifications are managed by the ITIL Certification Management Board (ICMB) which is composed of the OGC, IT Service Management Forum (itSMF) International and two examinations institutes: EXIN (based in the Netherlands) and ISEB (based in the UK).
The OGC's failure to further formalize institutional relationships with the itSMF as part of these activities has been controversial. Problem management is different from incident management. Availability Manager ITIL ICT Technical Support is the specialist technical function for infrastructure within ICT.
It is important to have a focal point for reporting incidents and making service requests. The process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be.
The service desk is the single contact point for the customers to record their problems.
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