Project Management

ITIL Service Support Checklists

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IT Service Management (ITSM) lies at the heart of ITIL (Information Technology Infrastructure Library) implementation. The ultimate goal of the ITSM discipline is to view and manage IT as a business that sells services, and reposition it from a cost center into a strategic business partner with a unique value proposition.

One major component of ITSM is service support, apart from service delivery, and this checklist focuses on the following areas that contribute to an ITIL-compliant service support arm:

  • General IT Service Management Guidelines
  • General Process Check
  • Service Support Components:
    • Service Desk
    • Incident Management
    • Problem Management
    • Configuration Management
    • Change Management
    • Release Management

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