Information Technology Service Management, 3rd Edition

Information Technology (IT) plays an essential role in the formation and development of modern society. It drives innovation, which is the cornerstone of business success. Indeed, innovation in business today has an impact comparable to that of steam power during the Industrial Revolution. It is difficult to imagine any industry that has not benefited from the digital revolution; even hands-on sectors like agriculture utilize computers for production records, financial planning, technical research, and procurement.

Beyond industry, IT allows us to organize and manage almost every aspect of social life, driving global modernization and improving quality of life. It enables businesses to maximize productivity and facilitates seamless communication by eliminating geographical distances. Over the years, IT has become the backbone of the modern enterprise, to the point where many organizations would find it impossible to function without it. Consequently, the role of the IT department is transforming from a mere technology provider into a strategic business partner. Concurrent with these changes, IT infrastructure is shifting toward a centralized, highly adaptive utility model.

As corporations increasingly rely on IT to handle daily operations, their dependence on IT services and processing power grows rapidly. Therefore, it is vital for these organizations to implement a clear Information Technology Service Management (ITSM) framework to better control their service delivery. Currently, many corporations employ multiple teams of professional engineers who solve daily problems and build new solutions, yet they often operate without a formal governing body or written policies defining specific roles and responsibilities. ITSM addresses this by establishing the processes and procedures necessary to optimize technology and its associated services. It covers everything under the IT umbrella, from incident resolution to the implementation and management of hardware and software.

This book examines the various industrial frameworks that support IT organizations through this transition and explores their impact on the next generation of IT infrastructure. Because customer satisfaction and business goals are at the core of ITSM success, this text focuses on meeting organizational expectations and management deliverables. This edition is organized into eight chapters.