ITIL Processes

Primarily as a support to other processes, both in Infrastructure Management and Service Management, Technical Support provides a number of specialist functions: Research and Evaluation, Market Intelligence (particularly for Design and Planning and Capacity Management), Proof of Concept and Pilot engineering, specialist technical expertise (particularly to Operations and Problem Management), creation of documentation (perhaps for the Operational Documentation Library or Known Error Database). ITIL v3, published in May 2007, comprises 5 key volumes. The IT Service Support group provides for the direct support of IT services and consists of the Service Desk function and the Incident, Problem, Configuration, Change and Release Management. processes.

The Problem Control Process aims to handle problems in an efficient way. Many organistaions are now planning To Implement Service Management. ITIL Processes The use of PRINCE2 has spread beyond the UK to more than 50 other countries.

A simplification of ITIL, called FITS was developed for UK schools. The objective of the Foundation Level is to introduce knowledge and understanding of IT Service Management concepts and terminology, and insight into the applicability of IT Service Management.

There are two examination boards that oversee the ITSM professional certification.