Ramona Burger 
IT Service Management: ITIL [PDF ebook] 

Seminar paper from the year 2020 in the subject Computer Science – Commercial Information Technology, grade: 1, 3, University of Constance, language: English, abstract: As IT products and services have become more and more firmly established in all areas over the last few years, there is the need to manage all aspects around these products and services. This ranges from conception and implementation to customer contact and maintenance. To manage these aspects, the framework ITIL offers guidelines and processes. The collection of best practices follows a lifecycle concept and suggests processes for the management of IT products and service in each lifecycle phase.