Service Support:
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management

Service Delivery:
Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management

OGC: Office of Government Commerce
itSMF: Information Technology Service Management Forum
EXIN: Examininsituut voor Informatica
ISEB: Information Systems Examination Board

Service Desk Primary Objectives:
To serve as a single point of contact for customers
To be a customer interfact for IT
To act as a central point for all vital service management information
To offer professional and courteous customer service
To improve incident response performance
Improving service levels
Restoring service to customers quickly
INCIDENT PERCENTAGE | CALLS HANDLED | INCIDENT RESOLUTION TIME | PABX REPORTS
85 percent of all incidents were handled by three operators within 48 hours INCIDENT RESOLUTION TIME
One service desk averages approximately 50 calls per employee CALLS HANDLED
Customers only ended calls dissatisfied 3 percent of the time at the service desk PABX REPORTS
95 percent of calls are answered within thre rings and completed within five minutes PABX REPORTS
90 percent of all calls were resolved by frontline service desk employees INCIDENT PERCENTAGE

An Incident is any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to or a reduction in the quality of that service.
Incident Management:
- more timely incident resolution, resulting in reduced business impact
- improved user productivity
- independent, customer-focused incident monitoring
- SLA-focused production information
- improved performance monitoring and measuring against SLAs
- better and effective use of personnel
- useful SLA reporting
- accurately registered incidents and service requests
- a more accurate configuration management database

Primary Objectives:
To return to the normal service level as defined in the SLA as quickly as possible
To keep effective records of incidents

Activities:
1. incident detection and reporting
2. classification and initial support
3. investigation and diagnosis
4. resolution and recovery
5. incident closure
6. incident ownership, monitoring, tracking and communication

Tools:
- automatic incident logging and alerting
- automatic escalation facilities
- highly flexible routing of incidents
- automatic extraction of data records
- specialised software
- ACD systems integration
- diagnistic tools

Metrics:
- Incident volume
- Mean elapsed time
- Incident response time
- Average incident cost
- Percentage of incidents closed
- Number and percentage of incidents resolved remotely

IM works closely with Configuration Management, Problem Management, Change Management, Service Level Management, Availability Management, Capacity Management

Initial implementation cotes: defining the process, training and instructing personnel, selecting and purchasing tools to support the process
Operating costs: training expenses and software licensing fees