IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing
… Definition continues below.
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IT SERVICE MANAGEMENT DEFINITION (continued): … on the delivery of end-to-end services using best practice process models. ITIL (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology (IT) service management.
ITSM audits are based on analysis of four key performance indicators in specific ways:
Growth and value, which involves tracking revenue growth against investment and utilization.
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