How to manage IT services to ensure their recipients the appropriate quality of services, tailored to the needs of customers and users? Who should define the needs regarding the scope and quality of IT services?
What service parameters should be measured to improve the quality of services provided? Should there be a different approach to the principles of providing IT services by IT departments, and differently to their provision by companies that provide such services commercially?
These and other questions are answered by a collection of IT service management best practices – ITIL®.
The third version (ITIL v3) covers the full lifecycle of related services and processes, from Service Strategy through Service Design, Service Transition to Service Operation and Continual Service Improvement.