About

Hey guys my name is Gaurav Tripathi I am working as Incident Manager in a private organization and I am ITIL certified.I was searching on the internet about production support and didn't find any website which can have all the information about production support which is the basic need of every organisation to run its business and production. So I decided to create this blog where you can get all the information and topics related to production support which will help you to make your good career in production support. This blog is for beginners and experienced who can also share their views and can post related to production support.

Production support is the practices of supporting the IT systems/applications which are currently being used by the users who might be business, customers and end users. A production support person/team is responsible for receiving incidents and requests from users, analyzing these and either responding to the end user with a solution or escalating it to the other IT teams. These teams may include application support team , network team,developers, system engineers and database administrators.
ITIL(Information Technology Infrastructure Library) and ITSM (Information Technology Service management) are the base of production support which help us to understand how to manage issues in production support. We use multiple technologies in production support so it depends what type of technology an organization is using to run its business and production and to run the production 24/7 we need 24/7 of support. We actually work for business,customers and end users of any organization.
Here is an example so that you can understand:
Suppose there is an application of an organisation used by employees to support the clients so that they can get the information about their accounts. If application goes down due to any reason and employee is not able to provide details to the client which can affect business of the company. Employee is the user who will contact the support team to get the application run as business as usual.
IT service management refers to the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.
ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, business process management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor's product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.
ITSM is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models. ITIL (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology (IT) service management
ITSM is generally concerned with the "back office" or operational concerns of information technology management (sometimes known as operations architecture), and not with technology development. For example, the process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be. Many non-technology companies, such as those in the financial, retail, and travel industries, have significant information technology systems which are not exposed to customers. In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT – although its historical roots in IT operations may limit its applicability across other major IT activities, such as IT portfolio management and software engineering.