White Papers

Service Management and Business Priorities

• Tags:
• service management,
• united states,
• environments,
• desk

Overview IT needs a way to provide the business perspective necessary and manage across environments for truly effective service management. This is where IT service management can add real value for the business as a whole. The IT Infrastructure Library (ITIL) is a large force behind the push towards service management. The information includes definitions of organizational structures and generic processes, including everything from help desk escalation flowcharts to application management guidelines to financial management input into IT. ITIL is gaining mind-share in the United States and is already a powerful presence in Europe. Service Level Management (SLM) is one of the books in the set, and is a process for delivering services that consistently meet client requirements.

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