IT Service Management

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IT Service Management, also known as ITSM, focuses on the implementation and management of quality information technology services through people, processes, and information technology, based on standardized process improvement frameworks and methodologies.[1]

This course comprises seven lessons on IT service management. Each lesson includes a combination of Wikipedia readings, YouTube videos, and hands-on learning activities. The course also assists learners in preparing for ITIL Foundation certification.

This entire Wikiversity course can be downloaded in book form by selecting Download Learning Guide in the sidebar. The corresponding Wikipedia reading collection can be downloaded in book form by selecting Download Reading Guide.


This is a third-semester, college-level course. Learners should already be familiar with IT Service and Support concepts.


  1. Service Management
  2. Service Strategy
  3. Service Design
  4. Service Transition
  5. Service Operation
  6. Continual Service Improvement
  7. Additional Topics


See Also[edit]

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  • Brewster, Earnest, et al. (2012). IT Service Management - A guide for ITIL Foundation Exam candidates. British Informatics Society Limited. ISBN 9781906124939
  • Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
  • Knapp, Jill. (2011). ITIL V3 Foundation Exam Video Mentor. Pearson. ISBN 9780789742599