IT SERVICE MANAGEMENT AND ITIL

The flagship standard for ITSM is the United Kingdom’s Information Technology Infrastructure Library (ITIL).  ITIL provides a systematic approach to the provision and management of IT services, from inception through design, implementation, operation, and continual improvement.

ITIL defines Service Management as “a set of specialized organizational capabilities for providing value to customers in the form of services.  The capabilities take the form of functions and processes that are used to manage services over their Lifecycle.” [i]

ITIL serves as a source of good practice in ITSM.  It is used as a reference by organizations worldwide for managing services and for establishing and improving capabilities in service management.  As a result, ITIL is also a useful guide for setting up new improvement objectives for the software maintenance organization.

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