ITIL Service Management (ITSM) in a Nutshell

Service Delivery has five (5) Service Management processes associated with it:

-> Service Level Agreement Management (SLA, OLA)

-> Financial Management

-> Continuity Management

-> Availability Management

-> Capacity Management

Service Support has five (5) Service Management processes associated with it:

-> Incident Management

-> Problem Management

-> Change Management

-> Release Management

-> Configuration Management