olemus
ITIL:
IT-teenuste andmist võimaldavate protsesside rakendamine:
konfiguratsioonihaldus, probleemihaldus, muudatuste haldus, intsidendikäsitlus, klienditugi, väljastuse haldus
= the set of processes and activities aimed at providing operational support for IT services, addressing user issues, incidents, and service requests

ülevaateid
https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_support_itilv2.pdf

https://www.itil-docs.com/blogs/service-management/itil-service-delivery-difference-between-it-service-delivery-it-service-support

vt ka
- teenusetugi