ITIL V3 Foundation and You

ITSM
IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:

Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers


It is known instinctively that advances in technology have made them reliable enough to be considered a utility. But it is not just the technology that makes the services reliable. It is how such Technology is managed that makes the services reliable. This is the core of IT Service Management.

ITIL offers best practice guidance applicable to all types of organizations who provides services to business. ITIL is by no means only for IT Gurus. The only reason IT is stressed is because most organizations depend on IT directly or indirectly to achieve Corporate objectives and Satisfy Customers by providing value. The Origins of Service Management are in traditional service businesses such as Airlines, Banks, Hotels, Phone Companies and Internet Service Providers.

Topics covered include SERVICE STRATEGY.SERVICE DESIGN,SERVICE TRANSITION,SERVICE OPERATION and CONTINUAL SERVICE IMPROVEMENT. There is also a chapter on how these five life cycle areas fit together.

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