ITIL is, as the OGC states, a set of best practices. Primarily as a support to other processes, both in Infrastructure Management and Service Management, Technical Support provides a number of specialist functions: Research and Evaluation, Market Intelligence (particularly for Design and Planning and Capacity Management), Proof of Concept and Pilot engineering, specialist technical expertise (particularly to Operations and Problem Management), creation of documentation (perhaps for the Operational Documentation Library or Known Error Database). ITIL gives a detailed description of a number of important IT practices with comprehensive checklists, tasks and procedures that can be tailored to any IT organization.
The positive aspect is that PRINCE2 can be tailored to the needs of a particular project. A major upgrade or release usually supersedes all preceding minor upgrades, releases and emergency fixes. Best Practices For Implementing IT Software Service desk - ITSCM uses historical data, usually statistics, provided by the service desk.The available ITSM literature has a distinct operational flavor, but also shades into software quality and architectural concerns (especially related to infrastructure, capacity, and operability), while usually steering clear of project management and actual software development. Whenever possible, many companies use the service desk as the communication center in the invocation of the disaster recovery plan.
The Error Control Process is an iterative process to diagnose known errors until they are eliminated by the successful implementation of a change under the control of the Change Management process.
