The COBIT delivery and support chapter defines incident and problem management processes that complement the ITIL problem management process. Change, configuration, and release management.

The vendor, which delivers its software as a service, (SaaS) couples the processes laid out in the IT Infrastructure Library (or ITIL for short) with its service management and help desk software ...

The identification, management and resolution of problems that affect the quality and efficiency of service provision are absolutely crucial in IT services that underpin critical business operations.