IT Service Management

Over the last decade the importance of information technologies (IT) for the business has increased immensely. It resulted in a paradigm shift in the application of IT that ceased to determine which IT projects and operations the business could conduct, but became an enabler of the business that decides what IT support is needed - leading to IT Alignment.

In most companies IT processes are still not sufficiently structured to deliver the expected value to business effectively. A widely known best practice for ITSM is the IT Infrastructure Library (ITIL) that supports companies in optimising their IT processes by introducing the concept of IT services...