The Service Management function’s two modules are critical to ITIL®. IT Service Management is dedicated to providing quality customer service. This is achieved by ensuring that user requirements and expectations are met at all times. The two modules that are instrumental in this are the Service Delivery and Service Support modules.
The Service Delivery module has five core processes:
- Service Level Management
- Financial Management
- IT Service Continuity Management
- Capacity Management
- Availability Management.
The Service Support module similarly has five core processes:
- Change Management
- Release Management
- Problem Management
- Configuration Management
- Incident Management.