CHAPTER 2: KEY CONCEPTS AND ROLES

Most organisations recognise that they need some form of IT service management. Actually putting something in place to meet that need can be much more challenging. In this chapter, we’re going to study some of the key components of a service management capability: processes, functions and generic roles.

Image Processes

The ITIL definition of a process is:

‘A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs.’

To be effective, service management processes should be set up as closed-loop systems. This means ...

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