5
Service Management Key Concepts
In this chapter, we will discuss the foundational concepts of service management. These concepts are critical for understanding and are prevalent throughout the capabilities (for example, incident management, problem management, change management, and so on) that will be presented in the coming chapters (Chapters 6 through 15).
In this chapter, we’re going to cover the following main topics:
- Key definitions
- An IT management system (ISO/IEC 20000:2018)
- Business and IT convergence
- General (IT) universal service management capabilities
- Accelerators for service management
Key definitions
There are many key definitions and best practices that you will need to be familiar with. We will look at each of these beyond ...
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