This first chapter is intended to focus on certain ITIL concepts while clarifying the differences between some of frequently misinterpreted terms.

Before imparting on the journey to understand how ServiceDesk Plus helps in managing IT services, let's have a common understanding of some terminologies which are commonly used but often misinterpreted. Terms such as Problem Management, Release Management, SLA, IT Process, and so, have now moved from the geek dictionary to common IT lingo. While this outspread has helped Service Management gain more focus and acceptance, it has also established the need for having a clear definition of such terms.

ITIL® has successfully provided a platform for this. The Information Technology Infrastructure Library (ITIL) is a set of practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business. It is a practical approach for planning and delivering IT services to the business and also provides a common ground for various IT service-related terms. ITIL, being the most widely adopted approach, also provides the framework for many of the IT Service Management software and tools. ServiceDesk Plus is a popular example of such software, which helps to comprehensively manage IT assets and services.

In the following chapters, we'll see how to best manage ITIL based processes and services using ServiceDesk Plus. However, to make the best use of this book, which elaborates the services of the ServiceDesk Plus software, it is imperative to first understand some of the IT service concepts.

Please note that all terms used in this book are as defined in the official ITIL publications.