This report provides a detailed overview of IT Service Management (ITSM), encompassing the ITIL framework, governance, and risk management. It begins with an introduction to ITSM, highlighting its importance and the influence of frameworks like ITIL. The discussion delves into ITSM and the ITIL framework, outlining key activities such as planning, designing, delivering, operating, and controlling IT services. The report then explores governance and risk management within the ITIL framework, emphasizing the significance of governance in ensuring efficient IT utilization and aligning IT with business objectives. Risk management strategies and the roles of ITIL, COBIT, and ISO 27002 are examined. The report further addresses service operations in a business context, emphasizing the IT support perspective and the importance of ITIL service operations in managing issues and complexities. The four balances of service operations (internal IT view vs. external business view, stability vs. responsiveness, process view vs. function view, and lifecycle view vs. activity view) are discussed. Finally, the report concludes by summarizing the key aspects of ITSM and its practical application in organizations.
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