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ITIL 4 consists of 34 practices grouped into 3 categories: General management practices: some examples are: Strategy management, Portfolio management, Architecture management and Risk management; Service management practices: examples are: Service-level management, Availability management and Capacity and performance management
In order to perform effective and efficient service integration and management, multi-sourcing clients require key IT capabilities. They need to build and continuously improve these capabilities for performing successful service integration and management. In total, research identifies six key IT capabilities that clients should build and optimize.
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
'Service' in this context should not be confused with the IT meanings of 'service', such as a web service. This is somewhat confused by ITIL also recommending the adoption of service-oriented architecture, as expounded by OASIS. [4] In most technical contexts, SOA is widely assumed to imply the provision and interconnection of technical services.
A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs:
ISO/IEC TS 20000-11:2021 is a Technical Specification that provides guidance on the relationship between ISO/IEC 20000-1:2011 and a commonly used service management framework, ITIL 4. ISO/IEC 20000-14: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: Service Integration and Management
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