In your collaboration environment, have you defined what services are critical to your business lines? Are you capable of measuring the quality of these services? Are metrics in place to justify and manage the costs associated delivering these services to your organization?
Being able to answer these questions is critical to validate the quality of service that you deliver and justify ongoing operations and improvement.
ITIL is all about services, understanding the services that your IT infrastructure delivers and managing them accordingly. This statement forms the basis for many different aspects of ITIL, the main goal being to deliver reliable cost effective services expanding business value.
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