Organisations are increasingly dependent upon IS / IT to satisfy their corporate aims and meet their business needs. In fact the profitability of an organisation may depend on the successful management of its IT Services.
This growing dependency leads to growing needs for quality IT services – quality that is matched to business needs and user requirements as they emerge. This is no matter what type or size of organisation, be it national government, local government, public sector organisation, a large multinational conglomerate, a decentralised office with either local or centralised IT provision, an outsourced service provider, or a single office environment with one person providing IT support. In each case there is the requirement to provide a service that is reliable, consistent and of the highest quality. IS / IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organisation, and furthermore are linked to recognised good practice and where applicable the law.
The IT Infrastructure Library (ITIL) was first developed in the late 1980s and has developed into a recognised best practice standard for the management of IS / IT services. It has a core focus on alignment with the business or operational objectives of an organisation and a formal accreditation scheme has recently been launched for part two of the British Standard Code of Practice for IT Service Management (BS15000-2). It has been developed to align with other British Standards e.g. Information Security (BS7799) and Prince2.