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Click the PDFs below to see the extensive range of ITIL (v2) activities supported by HelpLINE and the powerful benefits achieved from using HelpLINE functionality.

ITIL Service Delivery ITIL Service Support
Service Delivery is the management of the IT services themselves, and involves a number of management practices to ensure that IT services are provided as agreed between the Service Provider and the Customer. Service Support is the practice of those disciplines that enable IT services to be provided. Without these disciplines, it would be almost impossible to provide these IT services, and at best in a very unmanaged and haphazard way.
The 5 Service Delivery disciplines are:
- Service Level Management
      - Capacity Management
      - Contingency Planning
      - Availability Management
      - IT Financial Management
The 6 Service Support disciplines are:
- Service Desk
- Incident Management
- Problem Management
- Change Management
- Release Management
      - Configuration Management

What are ITIL and ITSM?
The IT Infrastructure Library (ITIL) is a series of documents that are used to aid the implementation of a framework for IT Service Management (ITSM). This framework defines how Service Management is applied within specific organisations. As a framework concept, it is completely customisable for application within any type of business or organisation that has a reliance on IT.

What makes up ITIL?
ITIL consists of 6 sets: Service Support, Service Delivery, Planning to Implement Service Management, ICT Infrastructure Management, Applications Management and the Business Perspective.

How is ITSM structured?
ITSM itself is generally divided into two main areas, Service Delivery and Service Support. Together, these two areas consist of 11 disciplines that are responsible for the provision and management of effective IT services.


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