The ITIL Toolkit is very widely employed. ITIL is an acronym for IT Infrastructure Library. ITIL is owned by the United Kingdom's Office of Government Commerce. The OGC's site provides information on how to get ITIL documentation. There's also a handbook for implementing ITIL.
Often confused with the role of Incident Management from Service Support, Operations is more technical and is concerned not solely with Incidents reported by users, but with Events generated by or recorded by the Infrastructure. It is possible to check whether an individual has passed the Foundation and Practitioner exams of PRINCE2. Logiciels ITIL PRINCE2 suggests that projects should be broken down into stages and these sub-processes dictate how each individual stage should be controlled.
Request for Change (RFC): form used to record details of a request for a change and is sent as an input to Change Management by the Change Requestor. This function is the single point of contact between users and IT Service Management.
Operational management - As the ITSCM process needs to be maintained.
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