Providers of IT services, can no longer afford to focus on technology, they must consider the quality of services they provide and their relationship with the business. IT Service Management outlines how people, processes and technology can be used to increase the value that IT can bring to the business. Through the implementation of a framework of improved processes, quick wins and a commitment to continuous improvement an IT service can be matured to offer a proactive and value focussed service which is aligned with the required business aims. Practical examples will be used to demonstrate best practice and the potential benefits.