Service Support
itDNA® consists of two sets of IT business processes: Service Support and Service Delivery. Composed of 12 Disciplines and their subordinate Elements, Service Support and Service Delivery provide a convenient hierarchy for addressing the processes and functions within an IT organization. Together, they provide a complete set of integrated processes to improve quality and reduce costs while strongly supporting, but never overshadowing, the business objectives.
Service Support consist of five process groups plus Service Desk, which is a function. It is primarily concerned with ensuring user access to appropriate services, necessary to complete tasks in satisfaction of business requirements. The process groups are:
- Configuration Management
- Change Management
- Incident Management
- Problem Management
- Release Management
- Service Desk
