Includes design and maintenance of the capabilities, tools, and service points needed to deliver IT services or provide end-user support. Includes service desks, call centres, and online support delivery. Might include concierge support or special event service delivery.

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Incident Management

Processes for resolving all events causing an unplanned interruption to an IT service or a degradation in its quality.

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Academic Department IT Support

IT support for faculties operating their own IT support group.