The Business of IT: How to Improve Service and Lower Costs

3. Adopting IT Service Management Using ITIL

The goal of IT service management (ITSM) is to produce outcomes that customers consider valuable at the quality and cost levels desired by the customers. To optimize these service outcomes in an increasingly competitive, service-oriented world, IT organizations need to drive efficiencies into the business and operational practices used to execute the development, delivery, and ongoing support of IT products and services. These ITSM best practices must be part of the IT organization, not simply documents on a shelf or software applications that are rarely used.

To help you make these ITSM practices part of your organization, this chapter focuses on how to implement key elements of the ITIL framework ...