The function responsible for providing technical skills in support of IT services and management of the IT infrastructure. Technical management defines the roles of support groups, as well as the tools, processes, and procedures required.
Technical Observation (TO)
A technique used in service improvement, problem investigation and availability management. Technical support staff meet to monitor the behavior and performance of an IT service and make recommendations for improvement
Analysis of data to identify time-related patterns. Trend analysis is used in problem management to identify common failures or fragile configuration items, and in capacity management as a modeling tool to predict future behavior. It is also used as a management tool for identifying deficiencies in IT service management processes.