IT Service Management

IT Service Management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement.

ITIL Service Management

ITIL is a public framework that describes Best Practice in IT service management. It provides a framework for the governance of IT, the 'service wrap', and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and customer perspective. This focus is a major factor in ITIL's worldwide success and has contributed to its prolific usage and to the key benefits obtained by those organisations deploying the techniques and processes throughout their organisations. Some of these benefits include:

  • Increased user and customer satisfaction with IT services
  • Improved service availability, directly leading to increased business profits and revenue
  • Financial savings from reduced rework, lost time, improved resource management and usage
  • Improved time to market from new products and services
  • Improved decision making and optimised risk
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