Any project support involves topics the below three areas
- Incident Management
- Problem Management
- Knowledge Management
Incident Management to resolve incidents that are reported, for example, by end users, key users, or a monitoring service. An incident is an event that is not part of the standard operation of a service and that interrupts or reduces the quality of a service. According to ITIL, the objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the enterprise or user, at the lowest possible cost.
Problem Management processes include investigating disruptions to provide solutions and, therefore, prevent disruptive events reoccurring and providing fixes, such as documented workarounds. With Problem Management, the aim is to prevent incidents from happening and minimize the impact of incidents that cannot be prevented. Problems are identified as being the root cause of one or more incidents.
Knowledge Management: There are several functions that support knowledge management. For example, it can be used to store, subscribe to, and publish information. In IT Service Management, this information is contained in knowledge articles (KAs). KAs are closely integrated with service records, such as incident records or problem records.