Information Technology Service Management (ITSM) manages the complete lifecycle of IT Service processes from design to delivery. Some IT Organizations encounter difficulties in running their businesses because the delivered services often do not meet customer expectations. This could be due to a lack of experience in providing customer services, or more likely related to the way services are provided. In either case, organizations need a good IT Service Management system. Different ITSM systems can adopt any one of the many frameworks available including the Information Technology Infrastructure Library (ITIL), ISO/IEC 20000 or DevOps. In this paper, the focus will be on the business value of implementing a centralized IT service management model based on the ITIL framework along with the right support.

Keywords : Information Technology Service Management (ITSM); Information Technology Infrastructure Library (ITIL)