Even if you’ve never heard the term ITSM, if you’re running IT systems, then you are probably doing some sort of ITSM. A typical IT service desk handles incidents and service requests, as well, as providing an interface to users for other ITSM activities such as incident management, problem management, configuration management, change management, release management and others.
IT Infrastructure Library
is the name of the world’s most widely recognized framework for ITSM. ITIL is a registered trademark of AXELOS
, which owns a range of best practice solutions and their corresponding publications and exams. ITIL has been adopted by many organizations, and there are millions of certified ITIL practitioners worldwide.