Chapter 1. Conceptualizing IT Service Management
This first chapter is intended to focus on certain ITIL concepts while clarifying the differences between some of frequently misinterpreted terms.
Before imparting on the journey to understand how ServiceDesk Plus helps in managing IT services, let's have a common understanding of some terminologies which are commonly used but often misinterpreted. Terms such as Problem Management, Release Management, SLA, IT Process, and so, have now moved from the geek dictionary to common IT lingo. While this outspread has helped Service Management gain more focus and acceptance, it has also established the need for having a clear definition of such terms.
ITIL® has successfully provided a platform for this. The ...
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