Front

it is not a physical item. A service cannot be touched compared to a product that has a physical form,

Back

Intangibility

Front

It is difficult to standardize. It means that each time a service is delivered, it will be different as the needs and behavior of customers can vary.

Back

Heterogeneity

Front

Slightly more minimalistic but gives access to powerful helpdesk ticketing functionalities

Back

SolarWind Web Help Desk

Front

A cloud-based helpdesk management solution with customizable tools to build a customer service portal, a knowledge base, and online communities. It has a live chat feature lets users communicate with their customers more easily

Back

Zendesk Suite

Front

A cloud-based ITSM solution by Atlassian best known for its efficient selfservice feature, as customers can self-resolve tickets and queries by accessing its knowledge base.

Back

Jira Service Desk

Front

A cloud-based ITSM software with features including change management tracking to self-generating knowledge bases. It is easy to install and customize and allows users to manage service tickets and company assets

Back

SolarWinds Service Desk

Front

A popular IT server monitoring tool- is open source and freely available, fitting it for configuration change management. Monitoring for network, server, cloud, and application is available in this software as it is designed to be as versatile as possible.

Back

Zabbix

Front

ITIL was first created when the British government was not satisfied with the quality and strategic benefit of the IT services they provided

Back

mid-1980s

Front

What CCTA and OGC means?

Back

Central Computer and Telecommunications Agency, Office of Government Commerce

Front

An additional glossary was published for ITIL v2

Back

2006