Version 2 of ITIL (IT Infrastructure Library) consisted of 7
sets: Service Support; Service Delivery; Planning to Implement Service
Management; ICT Infrastructure Management; Applications Management;
Security Management; The Business Perspective. However, the main focus
was generally divided into two main areas, known as ITIL Service
Delivery and ITIL Service Support.
Service Delivery is the
management of the IT services themselves, and involves a number of
management practices to ensure that IT services are provided as agreed
between the Service Provider and the Customer. In includes 5
disciplines: Service Level Management, Capacity Management, Continuity
Management, Availability Management, and IT Financial Management
Service
Support is the practice of those disciplines that enable IT Services to
be provided effectively. The 6 Service Support disciplines are:
Configuration Management, Incident Management, Problem Management,
Change Management, Service/Help Desk and Release Management.