CHAPTER 12: ITIL PRACTICES AND VALUE STREAMS FOR USER SUPPORT
This chapter addresses the development of a value stream for user support. The focus is on the ITIL practices that support the user support value stream. The practices are:
•Service desk
•Incident management
•Problem management
•Knowledge management
•Service level management
•Monitoring and event management
We’ll review the practices in detail in the following chapters.
Scenario for user support
As most organisations have a fairly robust incident management process, let’s check our understanding. Using the activities of the service value chain, the following activities occur:
•Plan: not engaged in this activity.
•Engage: acknowledge and register the user event; request feedback after ...
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