CHAPTER 3: COMMON SERVICE MANAGEMENT ELEMENTS
As we progress through this book, I’ll attempt to use the words ‘Information Technology Service Management’ (ITSM) together at the appropriate time and in the relevant context. This will be a conscious decision on my part. Let me explain why.
ITSM is the common acronym used to describe service management. When IT became commonplace in organisations in the 1980s into the 2000s, the term ‘IT’ was undoubtedly the most appropriate descriptor of our work. IT was predominately a tool that was used to ‘do’ business.
What I mean by this is that IT was more likely to have been used to deliver business functions such as the following:
• Payroll.
• Finance/end-of-month reconciliation.
• Transacting on a deal ...
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