ITIL Service Support

    Service Support is one of two disciplines comprising IT Service Management. It encompasses the support processes necessary to ensure service quality. These processes manage problems and changes in the IT Infrastructure and are more control-oriented than technical in nature.

    The major processes in this area are:

    SERVICE DESK OR HELP DESK

    The Service Desk is the single point of focus for all IT services clients to request services and report problems. The service desk processes include tracking and escalation procedures. In addition, the Service Desk is responsible for disseminating information to the organization regarding planned outages and/or implementation of changes impacting production services.

    INCIDENT MANAGEMENT

    The primary focus of Incident Management (IM) is the restoration of services following an incident. IM is primarily a reactive process; its processes provide guidance on diagnostic and escalation procedures required to quickly restore services. IM processes are closely integrated with Help Desk, Problem Management and Change Management processes.

    Learn more about Incident Management

    PROBLEM MANAGEMENT

    The primary focus of Problem Management (PM) is to identify the causes of service issues and commission corrective work to prevent recurrences. PM processes are reactive in responding to incidents and proactive in identifying and preventing future incidents. Its processes are closely integrated with Incident Management, Change Management and Availability Management (AM). Although AM performs the lead role in component failure and system outage analyses, PM performs an important role in obtaining data and analyzing it in support of the studies.

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    CONFIGURATION MANAGEMENT

    Configuration Management (CfM) processes guide the collection, archiving and report of individual infrastructure component specifications. The Configuration Database is the single repository of configuration information for the enterprise. In addition to configuration information, the database contains information regarding the relationships and dependencies among infrastructure components.

    CfM processes closely integrate with Change Management processes, because risk assessments must take into consideration any relationships and dependencies that may be affected by requested changes to production operations. CfM databases are also used by Capacity, Availability and IT Service Continuity Management processes to accurately perform their work.

    Learn more about Configuration Management

    CHANGE MANAGEMENT

    Change Management (ChM), as the name implies, manages change being introduced into the IT infrastructure. ChM teams assess risks of individual changes, use configuration information to identify dependencies and other impacted applications and systems, and after analyzing the information, authorize or deny change requests. The goal of ChM is to identify application code, functional and performance defects and intercept them before customers are impacted by them. Change Management teams are judged successful when changes are introduced into production operations without impact to business units or their customers.

    RELEASE MANAGEMENT

    Release Management is closely integrated with Change Management. Release Management addresses large-scale changes to the environment such as installing a new database management system or managing widespread changes to a business application. As a result, Release Management is concerned with managing a large number of changes that will be introduced simultaneously into the production operating environment.

    TEAMQUEST ADDRESSES ITIL SERVICE SUPPORT

    INCIDENT MANAGEMENT

    Real-time and historical performance data gathered by TeamQuest data collectors can be easily analyzed using built-in reporting tools to identify performance and capacity related problems and speed restoration activities.

    Learn more about Incident Management

    PROBLEM MANAGEMENT

    Historical performance data gathered and archived by TeamQuest data collectors can be easily analyzed using built-in reporting tools to identify chronic performance, capacity and availability related problems. Once identified, the PM team, working with applications and technical staff, can devise corrective solutions, commission the work, monitor progress, and measure and report results.

    Learn more about Problem Management

    CONFIGURATION MANAGEMENT

    As part of normal operation, TeamQuest stores server configuration information. This data can be exported and imported into existing configuration management tools, or reporting can be easily accomplished using built-in TeamQuest functions.

    Learn more about Configuration Management

    CHANGE MANAGEMENT

    Risk assessment teams may wish to stress test mission-critical infrastructure components, including applications, before introducing changes into production operations. Unfortunately, mimicking production infrastructure and transaction volumes costs more than most organizations can afford. TeamQuest can be employed to take results of much smaller testing samples and platforms and simulate growth to actual production volumes operating on production infrastructure. As a result, performance and capacity problems can be identified in advance of changes being introduced into production so corrective actions can be taken before customers are adversely impacted.

    RELEASE MANAGEMENT

    It is often desirable to run stress tests at realistic production volumes to ensure large-scale implementations will perform within existing SLAs. Unfortunately for many companies, duplicating production infrastructure and generating transactions to simulate normal day-to-day operations is an expenditure many can ill-afford to spend. TeamQuest can assist the quality teams by taking stress test results on smaller test platforms, then using the gathered performance data, simulate higher transaction volumes running on larger production platforms. Doing so will assist in finding application performance problems before they are introduced into production operations, accomplishing it at a much reduced cost.