ITIL is a de facto standard for IT service management. However, service management per se is based on certain management basics that need to be well understood before I start to explain the specifics.
In this chapter, I will introduce a number of service management concepts. These concepts are generic, and whether or not you are dealing with ITIL, you probably either have already used them or will soon start using them. This chapter lays the foundation for understanding ITIL.
2.1 Utility and Warranty
ITIL has something to offer to IT professionals ...