ITIL Certified

Primarily as a support to other processes, both in Infrastructure Management and Service Management, Technical Support provides a number of specialist functions: Research and Evaluation, Market Intelligence (particularly for Design and Planning and Capacity Management), Proof of Concept and Pilot engineering, specialist technical expertise (particularly to Operations and Problem Management), creation of documentation (perhaps for the Operational Documentation Library or Known Error Database). Although developed during the 1980s, ITIL was not widely adopted until the mid 1990s. ITIL is, as the OGC states, a set of best practices.

The high-level activities are Realize Availability Requirements, Compile Availability Plan, Monitor Availability, and Monitor Maintenance Obligations. Dependencies - Dependencies is concerned with the system, infrastructure, service, facility, or interface dependencies in order of importance. ITIL Certified ICT Technical Support is the specialist technical function for infrastructure within ICT.

These publications update much of the current v2 and extend the scope of ITIL in the domain of service management. IT thinking about the delivery of IT to the business) as opposed to the more academic and outward facing connotation of MIS (IT thinking about the 'information' needs of the business).

This use of the term "Service Management" is how many in the world interpret ITSM, but again, there are other frameworks, and conversely, the entire ITIL library might be seen as IT Service Management in a larger sense.