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Information Technology Service Management, ITSM, is one of the enablers to any organization in imparting services to its customers. ITSM is guided by policies, processes, and capabilities to plan, run, and govern IT services. With the growing importance of IT to all organizations, ITSM is becoming a strategic differentiator. Across the world, many organizations have adopted and invested heavily in ITSM best practice frameworks including ITIL. Many are struggling and are not achieving the hoped for value, worse still their lack of ITSM capabilities are presenting a risk to their business. Despite the massive investments in ITSM training and certification, companies are still contemplating to translate the theory into practice and converting the ITSM knowledge into tangible plans.


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