In this chapter, you will
• Discover what IT service management (ITSM) and IT Infrastructure Library (ITIL) are about
• Learn the fundamental concepts and definitions of ITIL
ITSM or ITIL?
What is the difference between ITSM and ITIL? Is there any significant difference? What term should you use? Does it matter?
It matters because you need to know what it is you are talking about; otherwise, you can quickly get confused (I certainly can). Look at it this way: without it being specifically defined, we’ve been doing IT service management for as long as computers have been with us. Then, some 25 years ago, along came the IT Infrastructure Library, a documented framework to help us “do ITSM.” It’s also worth mentioning ...