ITIL Service Management
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). The ITIL Toolkit is very widely employed.
Minor software releases and hardware upgrades, normally containing small enhancements and fixes, some of which may have already been issued as emergency fixes. From the business continuity life cycle, one output is the recovery plan. ITIL Service Management Project management is a complex discipline and it would be wrong to assume that blind application of PRINCE2 will result in a successful project.
The concept of “Service” in an IT sense has a distinct operational connotation, but it would be incorrect then to assume that IT Service Management is only about IT operations. There are two examination boards that oversee the ITSM professional certification.
Organizations often use commercial facilities that include operations, system management, and technical support.