CHAPTER 1: INTRODUCING SERVICE MANAGEMENT
We’re going to start this book by taking a look at what service management actually means. ‘Service’ and ‘service management’ are commonly used terms in the modern IT organisation, so it’s worth spending some time analysing what they refer to and why they are important.
Why IT service management?
In today’s world, information technology (IT) is a fully integrated part of everyone’s life. Whether using a smartphone, withdrawing cash from an ATM, paying bills, or booking tickets on the Internet, IT is there in everything we do. It often plays a supporting role, so we don’t even think about what we are using ...