Over the years, IT service management (ITSM) has become essential for almost every business out there, as well as public sector organizations and educational institutions. Without IT, how could any organization deliver satisfactory products and services in today’s market?

IT’s role within an organization is to enable, measure, and report on the success of crucial services to help achieve strategic business goals.

In this article, we examine how IT services are measured and how the ITIL 4 framework can help.