Title :
Service Management: Driving the Future of IT
Author :
Clacy, Ben ; Jennings, Brian
Author_Institution :
IT Service Manage. Forum
fDate :
5/1/2007 12:00:00 AM
Abstract :
Information technology service management is a process-oriented approach for managing large-scale IT systems that focuses on the delivery and support of quality IT services rather than on technology per se. ITSM accomplishes this by leveraging the information technology infrastructure library, a collection of interrelated books that provide best practice guidelines.
Keywords :
DP management; information technology; IT service management; information technology infrastructure library; information technology service management; large-scale IT system management; process-oriented approach; Certification; Companies; Costs; IEC standards; ISO standards; Measurement standards; Qualifications; Standards development; Standards organizations; World Wide Web; IT service management; IT systems perspectives; itSMF;
DOI :
10.1109/MC.2007.183
