ITIL Service Support


• ITIL Service Desk
• ITIL Incident Management
• ITIL Problem Management
• ITIL Configuration Management
• ITIL Change Management
• ITIL Release Management

  ITIL Service Delivery


• ITIL Service Level Management
• ITIL Availability Management
• ITIL Capacity Management
• ITIL Financial Management
• ITIL Service Continuity Mgmnt.
• ITIL Security Management

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Objectives of Service Level Management

1. To catalog IT services
- IT
- Customer

2. To quantify IT services
3. To define internal end external targets
4. To reach agreed service targets
5. Ongoing improvement of service levels (SIP - Service Improvement Process)
6. To review agreements and contracts

Added: 2007-10-31