In ITIL, what does 'service management' primarily refer to?

In ITIL, 'service management' primarily refers to a set of specialized organizational capabilities that enable value for customers in the form of services. This definition emphasizes the focus on delivering services that meet customer needs and expectations, rather than merely managing technical components or resources.

Service management encompasses guiding principles, governance, and continual improvement practices that ensure services are designed, delivered, and managed effectively. It highlights the importance of creating value through a service-centric approach that aligns with customer requirements and the business goals, fostering ongoing relationships between service providers and their customers.

The holistic nature of this definition reflects the core purpose of ITIL, which is to optimize service delivery to provide maximum value to the users and stakeholders involved. This perspective is crucial for organizations aiming to enhance customer satisfaction and drive business success through effective service management practices.