BoxTone White Paper Sample

IT Service Management (ITSM) is sweeping the industry as a more effective, customer-focused approach to ensure that users get the IT services they require in a timely manner, in the right priority and at the right price. ITSM is a customer- or user-focused discipline for managing IT systems. ITSM focuses on the quality of processes for supporting and managing technology for end users, rather than on innovating or implementing the technology itself.

The most widely accepted approach to IT service management in the world is ITIL (the IT Infrastructure Library). ITIL defines the organizational structure and skill requirements of an IT organization with a set of standard operational management procedures and practices to enable the organization to manage an IT operation and associated infrastructure. The most widely implemented ITIL framework is V2. This Handbook focuses on ITIL V2 as an organizational starting point.