IT Service Management Greater Toronto Area

ITIL is organized into a series of sets, which themselves are divided into two main areas: service support and service delivery. Many ITIL-certified consultants and trainers have set up business for themsleves to assist companies to implement these best practices. The Visible OPS Handbook: Implementing ITIL in 4 Practical and Auditable Steps claims to be based on ITIL but to focus specifically on the biggest "bang for the buck" elements of ITIL.

Availability Management is the ability of an IT component to perform at an agreed level over a period of time. ITIL's best practices fall into seven groups: service support, service delivery, infrastructure management, planning to implement service management, application management, business perspective and security management. IT Service Management Greater Toronto Area APM Group have defined the concept of a PRINCE2 Maturity Model.

Service Level Management ensures that arrangements are in place with internal IT Support Providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs). Incidents initiate a chain of processes: Incident Management, Problem Management, Change Management, Release Management and Configuration Management (see following sections for details).

ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.