Service Delivery

Service Delivery deals with those technologies that are essential in maintaining uninterrupted technical services. Services in this category typically include those that are more appropriate to the technical staff, such as availability management, service level management, service continuity, and capacity management.

However, although those categories alone are enough to satisfy ITIL service management guidelines, there are a number of other IT disciplines that are closely aligned with service support and delivery, such as project management, service provisioning and project management.

Service Delivery is primarily concerned with the proactive and forward-looking services that the business requires from Information Technology in order to provide adequate support to the business users. It is focused on the business as the customer of the IT services. The discipline consists of the following processes, explained in subsections below.