Prometric ITIL

The IT Service Support group provides for the direct support of IT services and consists of the Service Desk function and the Incident, Problem, Configuration, Change and Release Management. processes. In the early 1990s the UK set up a scheme where onsultants were hired, processes evaluated, and the result was the creation of the Information Technology Infrastructure Library (ITIL), which was later made available to the public. In a 2004 survey designed by Noel Bruton (author of 'How to Manage the IT Helpdesk' and 'Managing the IT Services Process'), ITIL adopting organizations were asked to relate their actual experiences in having implemented ITIL.

Implementation - During the implementation stage, previous stages outputs are reviewed so that recovery plans can be developed which contain all the details an organization needs to survive a disaster and restore normal services. A means for capturing and assessing project issues is suggested together with the way in which corrective action should be taken. Prometric ITIL PRINCE2 advocates product based planning which means that the first task when planning is to identify and analyse products.

IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. There are three levels of ITIL certification, and these are Foundation, Practitioner, and Service Manager.

The relationship of ITSM to the field of Enterprise Architecture is unclear.