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Everyone talks about IT Service Management (ITSM) and Information Technology Infrastructure Libraries (ITIL®), but people aren’t always clear on what these concepts mean. This is even though most IT shops use some form of ITSM strategies and ITIL® tools every day, whether they realize it or not. To help clarify what ITSM and ITIL are, here’s a simple primer that explains what each term means and how they enable IT service delivery.

ITIL® is a set of best practices and a framework for ITSM that focuses on aligning IT services with the needs of business. IT Service Management (ITSM) refers to all the activities, policies, procedures, and processes an organization uses for planning, deploying, managing, and improving the delivery of IT services to its customers.

You can substitute an alternate attendee from your organization at any time for no additional charge. Email to ITSM CENTER d.o.o. no later than 15 days prior to an event's start date to receive a refund or course credit.

Participants canceling in this time frame will receive a credit towards another ITSM CENTER d.o.o. event or workshop or a refund, minus an administration fee. Course credits are valid for six months.

Refunds are not available when a cancellation is made less than 15 days before an event's start date.