ITIL (“Information Technology Infrastructure Library”) is an example of an ITSM (“IT Service Management”)framework.
ITSM refers to the activities that are performed by an organisation, or part of it, to plan, design, deliver, operate and control IT services offered to customers.
ITSM is concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology;
ITSM is characterised by:
- Adopting a process approach towards management
- Focusing on customer needs and IT services for customers rather than IT systems
- Stressing continual improvement