Chapter 9IT Service Management and IT Operations Building Blocks
In this chapter, we’ll explore the most common elements of IT service management (ITSM) and operations. Some elements might be new, and some may jog your memory, acting as reminders of things to look at in your department. You can also explore resources provided at the end of this chapter.
IT Service Management (ITSM) and IT Operations Management (ITOM)
Let's start by identifying the difference between ITSM and IT operations management (ITOM). Referring to Figure 9.1, you can see that there are internal IT operations (ITOps) required to manage the IT function, which in turn support the delivery of IT services to the organization. ITOM is essentially ...
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