ITIL, IT Infrastructure Library covers 2 key functions.

* Service Support Processes
* Service Delivery Processes

Service Support is the practice that enables IT services to be provided effectively, and includes the following 5 processes.

Service Desk is a service support function and forms the primary face to the end user community. Thi function is supported by all processes below.

1. Incident Management
2. Problem Management
3. Configuration Management
4. Change Management
5. Release Management

Service Delivery is the management of the services and involves many sections that ensure that services are provided as agreed between the vendor and customer [ Internally this can be between IT and Business ]

1. Service Level Management
2. Capacity Management
3. Business Continuing Planning
4. Availability Management
5. Financial Management