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Expertise

IT service management (ITSM)

 

Introduction

IT service management (ITSM) is a practice that was first developed in the 1970s. For nearly 40 years, the practice has been based on the globally recognized ITIL® reference model and, more recently, on the ISO/IEC 20000 standard. Through a series of publications, ITSM formalizes best practices for IT service management. The advice and guidelines described in ITSM documentation describe operational and maintenance issues, as well as design and strategy. In current versions of the reference model and standards, significant emphasis is placed on continual improvement of services.

Taken from ITIL® Service Design © Crown copyright 2009, published with the permission of the OGC.