ITIL Foundation 1-7: IT Service Management

Define and explain the concept of IT service management

Ooh goody, more definitions

IT Service Management (ITSM) – The implementation and management of Quality IT services that neet the needs of the business.

Service Level Agreement (SLA) – Describes the service, the targets for performance, and the responsibilities of the customer and the IT service provider

IT Service Provider – A service provider that provides IT services to internal or external customers

  • Types of IT Service Provider
    • Type I: Internal Service – located withing the business unit it supports
    • Type II: Shared Services Unit – Provides services to more than one business unit.  Central IT for a large multi-divisional organisation
    • Type III: External Service Provider – provides IT services to external customers (outsourcing)


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