IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organisation. ITIL (the IT Infrastructure Library) is fast becoming an international de facto standard, providing a comprehensive, consistent and coherent set of best practices for IT Service Management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. Service support is the first book to emerge from this process, and is now available on CD-ROM. Key features: OGC is working with wide range of public and private sector organisations on a major programme to restructure and update ITIL. In addition they are working closely with the British Standards Institute to ensure that the work of both organisations develops in tandem. ITIL processes should be implemented so that they underpin but do not dictate the business processes of the organisation. IT service providers will be striving to improve the quality of the service but at the same time they will be trying to reduce the costs or as a minimum maintain costs at the current level.