COMPUTER SOFTWARE FOR MANAGING INFORMATION TECHNOLOGY INFRASTRUCTURES; NAMELY, SOFTWARE USED TO PERFORM HELP DESK FUNCTIONS, NAMELY, TRACKING AND MANAGING USER SERVICE DISRUPTIONS, REQUESTS FOR SERVICE AND SERVICE RESTORATIONS DUE TO INFRASTRUCTURE OUTAGES; SOFTWARE USED TO PERFORM CHANGE MANAGEMENT FUNCTIONS, NAMELY, TRACKING, APPROVING, MONITORING AND MANAGING SYSTEM CHANGES IMPLEMENTED WITHIN THE INFRASTRUCTURE; SOFTWARE USED TO PERFORM PROBLEM MANAGEMENT FUNCTIONS, NAMELY, INITIATING AND TRACKING INVESTIGATIONS INTO COMPUTER PROBLEMS IN ORDER TO IDENTIFY ROOT CAUSES OF THE PROBLEMS, TRACKING AND BRINGING RESOLUTION TO KNOWN COMPUTER ERRORS, AND PROVIDING A KNOWLEDGE BASE CONSISTING OF SERVICE RESTORATIONS, REQUESTS FOR COMPUTER SERVICE, TEMPLATES AND SCRIPTS TO ASSIST IN COMPUTER SERVICE RESTORATIONS AND/OR REQUESTS FOR COMPUTER SERVICE; SOFTWARE USED TO PERFORM ASSET/CONFIGURATION MANAGEMENT FUNCTIONS, NAMELY, MONITORING AND TRACKING INVENTORY OF COMPUTER HARDWARE, COMPUTER SOFTWARE AND NETWORK COMMUNICATIONS SYSTEMS AND PROCEDURES, DEFINING ATTRIBUTES OF AND RELATIONSHIPS BETWEEN SUCH HARDWARE, SOFTWARE, NETWORK COMMUNICATIONS SYSTEMS AND PROCEDURES WITHIN THE INFORMATION TECHNOLOGY INFRASTRUCTURE, AND DETAILING THE CONTRACTUAL AND FINANCIAL INFORMATION PERTAINING TO THE INFORMATION TECHNOLOGY INFRASTRUCTURE; SOFTWARE USED TO PERFORM SERVICE LEVEL MANAGEMENT FUNCTIONS, NAMELY, DOCUMENTING SERVICE LEVEL AGREEMENTS, NAMELY, WRITTEN AGREEMENTS BETWEEN SERVICE PROVIDERS AND CUSTOMERS WHICH DOCUMENT AGREED SERVICE LEVELS AND TAKING APPROPRIATE ACTIONS TO MAINTAIN, JUSTIFY, MEASURE AND MONITOR SERVICE LEVEL AGREEMENTS AND OPERATIONAL LEVEL AGREEMENTS BETWEEN INFORMATION TECHNOLOGY SERVICE PROVIDERS AND USERS, AND BETWEEN INFORMATION TECHNOLOGY SUPPORT GROUPS, AND; SOFTWARE USED TO PERFORM CONTACT MANAGEMENT FUNCTIONS, NAMELY, DEFINING AND TRACKING ORGANIZATION AND SUPPORT STRUCTURES, NAMELY, LOGICAL GROUPINGS OF PEOPLE BROKEN DOWN INTO DISCRETE OPERATIONAL GROUPS AND EMPLOYMENT POSITIONS TO ENABLE IDENTIFICATION OF BUSINESS OPERATIONAL AREAS, GEOGRAPHICAL SITES AND LOCATIONS OF INFORMATION TECHNOLOGY INFRASTRUCTURE AND PEOPLE, THEIR ATTRIBUTES, ASSOCIATIONS AND ROLES WITHIN THE ORGANIZATION AND WITHIN THE INFORMATION TECHNOLOGY INFRASTRUCTURE