ITSM (IT Service Management, IT Service Management) is an approach to managing and organizing IT services aimed at meeting business needs. IT service management is implemented by IT service providers through the use of an optimal combination of people, processes and information technology [1]. To facilitate the implementation of the approach to the management of IT services, the ITIL document series [2] is used. Unlike the more traditional technology approach, ITSM recommends focusing on the client and its needs, on the services provided to the user by information technology, and not on the technology itself. At the same time, the process organization of the provision of services and the availability of performance parameters (KPIs) agreed upon in service level agreements allows IT departments to provide quality services, measure and improve their quality.

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