ABSTRACT
In this chapter, we take a somewhat different view of IT operational work. We are going to look at the domain of IT Service Management, which includes IT operations, but from the perspective of the IT Infrastructure Library (ITIL). The term IT Service Management identifies both a set of capabilities (people, process, and technology) as well as an end-state in which these capabilities support the delivery of IT services. With reference to the IT domain model for identifying applications for Lean (Chapter 2, Figure 2.4), we are looking at the lower right-hand corner of the diagram.
