Part I. Activities
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Part I. Activities

In this part the various activities related to IT support are discussed. The first chapter explains a little bit about ITIL, the methodology that is used to categorize further chapters in this part. Although parts of ITIL are explained in this book, you will find that it is different from the official ITIL information sources. The different activities that a support engineer performs on a day-to-day basis are described in a very practical manner.

Table of Contents

2. ITIL introduction

1. What is ITIL?

1.1. Service Desk
1.2. Incident Management
1.3. Problem Management
1.4. Change Management
1.5. Configuration Management
1.6. Service Level Management
1.7. IT Service Continuity Management
1.8. And Beyond

3. Incident Handling

1. Logging the incident
2. Resolving the incident
3. Closing the incident

4. Problem Handling

1. Report a problem
2. Find the root cause
3. Find a solution
4. Report back
5. Close the problem

5. Change Handling

1. Logging a request for change
2. Change approval by the Change Advisory Board
3. Planning the implementation
4. Implementing in the test environment
5. Testing
6. Updating documentation
7. Implementing in production
8. Verifying the change
9. Closing the change

6. Complaint Handling

1. Listen
2. Acknowledge
3. Fix
4. Compensate

7. Monitoring performance

1. Solution times
2. Number of incidents
3. Number of complaints
4. Individual support engineer performance
5. Customer satisfaction
6. Number of problems
7. Top questions

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Chapter 1. What is IT support?	Home	Chapter 2. ITIL introduction