1.1 About JP1/Service Support
JP1/Service Support has its conceptual basis in ITIL (Information Technology Infrastructure Library) practices, and was developed with the goal of reducing the workload and improving the efficiency of service support operations in the context of IT service management. ITIL is a set of guidelines seeing widespread adoption, especially in Europe, that systematize the building and operation of IT systems.
The features of JP1/Service Support allow its users to visualize the flow of system construction and operation in an ITIL context, and lets specialists engaged in the construction and operations of the system share information about the work they perform. You can also exercise control over information sharing by using access permissions to limit the information available to each user.
The first part of this section describes the role of service support in IT service management, and the second describes how JP1/Service Support contributes to effective service support.