Data Management

IT Service Management - A Roadmap for Success

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Executive Summary

Information Technology Service Management (ITSM) is a set of specialized organizational capabilities for providing value to customers in the form of services. It generally covers the "Back office" or the operational concerns of IT management. ITSM employs Information Technology Infrastructure Library (ITIL) best practices and typically extends into areas, such as enhanced processes and implementation, to provide additional functionality and enable and optimize those ITIL best practices. The key benefits for businesses considering implementing ITSM are cost savings and customer satisfaction in the delivery of IT services. In short, ITSM is defined as: "A discipline for managing IT systems, philosophically centered on the customer's perspective of IT's contribution to the business."

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