Service Support

Service Support is focused on the User of Information Technology services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions.

To the business, customers and users this is the entry point for service request. They get involved in service support by:

  • Asking for changes
  • Needing communication, updates
  • Having difficulties, queries.

The service desk is the single contact point for the customers to record their problems. The service desk will try to resolve problems, if there is a direct solution or will create an incident. Incidents initiate a chain of processes: Incident Management, Problem Management, Change Management, Release Management and Configuration Management (see following sections for details). This chain of processes is tracked using the Configuration Management Database (CMDB), which records each process, and creates output documents for traceability (Quality Management).