ITIL is a term that is fast gaining currency around the IT world. It is often wrongly described as IT governance in fact, on its own, it certainly isnt this. ITIL is a collection of best practices that helps companies implement an IT Service Management culture. However, its growing popularity reflects the substantial impact it can make on a companys IT and business performance and the fact that, in combination with other frameworks, it is a vital ingredient in creating true IT governance.
What is IT Service Management?
Todays businesses are increasingly delivered or enabled using information technology. Business and IT management need guidance and support on how to manage the IT infrastructure in order to cost-effectively improve functionality and quality. IT Service Management is a concept that deals with how to define and deliver that guidance and support. In common with other modern management practice, it views things from the customers perspective, i.e. IT is a service that the customer or consumer receives. It can be made up of hardware, software and communications facilities, but the customer perceives it as a self-contained, coherent entity. ...
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