Are they the same thing? Not by a long shot and yet the two terms get used interchangeably.
The ITIL ITSM argument is briefly addressed in the following paragraphs. ITIL ITSM – the key elements ITIL processes are one of the key elements of a successful IT Service Management or Service Level Management implementation.
Besides processes there are organizational aspects such as the clear definition of roles and responsibilities, organizational structure and (perhaps reengineering), skills and training, technology aspects such as management frameworks, and tool architectures, and service aspects such as service levels, service measures, service level agreements, the service catalog and service level reports. ITIL ITSM – beyond ITIL ITIL itself is a fundamental and essential building block in an IT Service Management implementation.
What you must keep in the back of your mind is that ITIL is about process, which is typically the last ting an organization will focus on for effectiveness and efficiency viewpoints. The first of the three others are the organization itself such as policies and guidelines conforming to the various governance aspects.
The second is the people, that is having the right people with the right skill sets at the right place and time to support the organization.
Then thirdly we find that a huge effort has been put into technology to support those people in their efforts. ITIL ITSM – Organization, People, Technology and Process So together these four things give us a Total Service Management philosophy rather than just another component dealt with in isolation. With this in mind, then you should never be under the impression that ITIL is the equivalent to IT Service Management.
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