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ITIL v3 [IT Infrastructure Library] provides a framework of best practice guidance for IT Service Management. According to the IT Service Management Forum "ITIL has grown to become the most widely accepted approach to IT Service Management in the world." Consequently, with the pervasive use of IT, it is important to understand IT Service Management.

Key Business Issues

The key business issues:

• IT and business strategy planning with aligned and integrated business goals and processes
• Measuring IT organisation effectiveness and efficiency
• Defining and optimising costs, especially from total cost of ownership
• Achieving and demonstrating value, return on investment and assets (IT services)
• Outsourcing, insourcing and using IT to gain a competitive edge
• Managing and facilitating constant change
• Governance

What is Service Management?

IT Service Management Forum (ITSMF) defines a service as "means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." Service management builds on this foundation by organising services into a set of organisational capabilities. This set of capabilities is then wrapped into a cohesive view with a service lifecycle.

ITIL v3 IT Service Management

ITIL v3 IT Service Management is composed of five core publications, which constitute a service lifecycle -- strategy, design, transition, operation and improvement:

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