The most fundamental demand of IT by a company is to keep its IT systems and infrastructures running reliably, effectively and efficiently. This module studies how ITSM can address this essential requirement. It introduces the IT service lifecycle management process through the de facto industry standard ITSM framework – ITIL. The Service Operations and Transitions domains of the ITIL framework will be examined. It covers key elements, processes, functions and roles that an organization requires to deliver and support quality IT services to its customers.
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