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The Information Technology Infrastructure Library (ITIL) provides a best-practices methodology that you can use to plan and implement common HelpDesk processes, roles, and activities, and define interrelationships and communications strategies. Although ITIL primarily addresses Information Technology functional processes, its methodology can be applied to other support functions.
ITIL can be applied to a number of service areas; however, its primary focus is IT Service Management. IT Service Management is divided into two areas: Service Support and Service Delivery. Together, these areas encompass disciplines that can help you manage the provisioning and maintenance of IT services.
This chapter describes logging, tracking, and solving incident records. It explains how a problem is identified and how to associate known errors and request for change records to incident and problem records. It also provides information about Asset, Change, and Service Level Agreement Management.
For information on analysis reports available for IT Service Management Service Support and Delivery business processes, see Oracle Business Intelligence Answers, Delivers, and Interactive Dashboards User Guide.
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