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What is ITSM / ITIL®?

About ITSM / ITIL®

Everyone talks about IT Service Management (ITSM) and Information Technology Infrastructure Libraries (ITIL®), but people aren’t always clear on what these concepts mean. This is even though most IT shops use some form of ITSM strategies and ITIL® tools every day, whether they realize it or not.

The meaning of ITSM/ITIL®

ITIL® is a set of best practices and a framework for ITSM that focuses on aligning IT services with the needs of business. IT Service Management (ITSM) refers to all the activities, policies, procedures, and processes an organization uses for planning, deploying, managing, and improving the delivery of IT services to its customers.

Service Value Chain

The Service Value Chain is the model which shows how the components and activities work together to achieve the three main goals of service management.
Figure 4.2 on Page 58 of ITIL Foundation

ITIL® - The Big Picture

ITIL® advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

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