- Is a collection of books which contain recommendations & suggestions to improve provision of IT Services
- Not a standard but a Best Practices Framework
- Needs to be adopted and/or adapted
BASIC CONCEPTS.…….
- Service & Service Owner
- Service Management
- Process & Process Owner
- Functions, Staff, Roles
- Metrics, Interfaces
- RACI
- PDCA
- Compliance & Governance
- Concept of Caps
- Service
- The means of delivering value to the customer by achieving the customer desired results