ABSTRACT: Information Technology Service Management (ITSM) has become a critical component for organizations seeking to deliver high-quality IT services that align with business objectives. The Information Technology Infrastructure Library (ITIL) provides a comprehensive framework of best practices designed to enhance service quality, operational efficiency, and customer satisfaction. Continuous improvement, a core principle of ITIL, enables organizations to systematically evaluate, optimize, and adapt their IT services to changing business requirements and technological advancements. This study analyzes the role of ITIL practices in promoting continuous improvement within IT Service Management environments. It examines key ITIL processes, including Incident...
Keywords: IT Service Management (ITSM), Information Technology Infrastructure Library (ITIL), Continuous Improvement, Service Management, Incident Management, Problem Management, Change Management, Service Level Management, IT Governance, Service Quality, Operational Efficiency, Customer Satisfaction, Business Value, Process Optimization Digital Transformation, Organizational Performance Service Excellence
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