IT Service Management Leitfaden

The Service Support ITIL discipline is focused on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions. ITIL v3, published in May 2007, comprises 5 key volumes. The IT Infrastructure Library consists of a series of publications that describe a framework for delivering and managing IT services.

PRINCE2 covers the management, control and organisation of a project. The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. IT Service Management Leitfaden IT Service Management helps to deliver quality IT Services by deploying the right IT infrastructure.

The EXIN and ISEB administer exams and award qualifications at Foundation, Practitioner and Manager/Masters level currently in 'ITIL Service Management', 'ITIL Application Management' and 'ICT Infrastructure Management' respectively. The discipline is not concerned with the details of how to use a particular vendor's product, or necessarily with the technical details of the systems under management.

Several benchmarks and assessment criteria have emerged that seek to measure the capability of an organisation and the maturity of its approach to service management.