IT shops have tried point technological solutions with limited success.
Quality service requires people, process, and technology all brought to focus together.
It includes processes to manage and support service development and delivery, organizes people around the processes to listen to the customers and create the appropriate services, and deploys technology to automate processes, and monitor and deliver services. ITSM needs a process model for the delivery of IT services. Such a model depicts the enterprise and how IT serves it. ITIL is a model that identifies the key process areas to address to meet customer demands. It also provides a common language to understand the current and desired state of the organization.