ITSM is a set of organizational capabilities for providing value to business as its customer. The primary goal is to ensure that IT delivery meets business needs. This module examines the strategic as well as tactical aspects to develop such capabilities. The focus is on the adoption and implementation of the ITSM practices in an enterprise IT organization from the process, people, and technology perspectives. Methods to assess the maturity of existing ITSM capabilities, and to optimize them, will be explored. The impact of digital business on ITSM will be examined with topics on agile service management and DevOps.
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