olemus
ITIL:
IT-tugiorganisatsiooni tehnilise toe spetsialistide eelnevalt kokkulepitud kogunemine keskendumiseks IT käideldavuse spetsiifilistele aspektidele
= a prearranged gathering of specialist technical support staff from within the IT support organization brought together to focus on specific aspects of IT availability

ülevaateid
https://www.slideshare.net/marvinsirait/itil-service-operation-2011
https://www.givainc.com/resources/itil/problem-management/