<p><br/>CONTENTS<br/><br/>INTRODUCTION<br/>GLOSSARY 3 <br/>IT Service Management3 <br/>IT Infrastructure Management3 <br/>IT Directorate 4 <br/>BEST PRACTICE EXPLAINED 4 <br/>OVERVIEW OF THE BSI CODE OF PRACTICE4 <br/>Service Design and IT Management Processes 5 <br/>Supplier Processes 5 <br/>Resolution Processes5 <br/>Control Processes 6 <br/>Release Processes 6 <br/>BENEFITS OF APPLYING BEST PRACTICE 6 <br/>Why adopt the ITIL approach7 <br/>DELIVERING BEST PRACTICE BASED IT SERVICES8 <br/>OVERVIEW OF assyst by AXIOS SYSTEMS 8<br/></p><p><br/></p>