How well an organisation delivers its IT services both internally and externally directly impacts how satisfied its customers are, and therefore its overall business success.
This paper discusses:
- What ITSM (IT service management) is and why you should adopt it;
- The benefits of ITIL;
- How the key components of ITIL 4 work, including the SVS (service value system), value streams and four dimensions model; and
- ITIL 4’s certification path.