Whois & Analysis for sysaid.com

ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

In its current form (known as ITIL V3), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage.

Although ITIL underpins ISO/IEC 20000 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework.

IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to plan, design, deliver, operate and control information technology (IT) services offered to customers.

A Service Desk is a primary IT function within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL).

It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both users and IT staff, and also to satisfy both Customer and IT Provider objectives.

"User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service..

Help desk software refers to a computer program that enables customer-care operators keep track of user requests and deal with other customer-care-related issues.

It is what makes customer-care service efficient and enterprising.

IT asset management (ITAM) is the set of business practices that join financial, contractual and inventory functions to support life cycle management and strategic decision making for the IT environment.

Assets include all elements of software and hardware that are found in the business environment.