I Words


ITSM (Information Technology Service Management) is a set of practices, policies and processes used to design, deliver, manage and improve IT services for end-users and organisations. It is an IT service management framework that aims to align IT services with business needs and improve service quality.

ITIL (Information Technology Infrastructure Library) is a set of best practices for IT service management that provides a framework for planning, designing, delivering and managing IT services within an organisation. ITIL provides a set of processes, procedures and tasks organised into five key areas: service strategy, service design, service transition, service operation and continuous service improvement. ITIL aims to improve the quality of IT services, reduce costs and improve the effectiveness and efficiency of IT service management.

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