Built on top of strategic and tactical information management, operational information management thus offers users comprehensive services. These services go beyond simply delivering hardware and software. Rather, they are designed to help users use these components in a way that is helpful for their professional work. Such services are also known as IT services. Thus, the information management department of a health care facility is an IT service provider that delivers IT services to its customers, the users of the facility's information system. The management activities that serve to provide quality IT services are grouped under the term IT service management (ITSM). So, IT service management has the task to design, provide, deliver and improve such customer-centered services. The IT Infrastructure Library (ITIL) is the de-facto standard framework for IT service management. ITIL was developed for the British Government in order to define best practices for all governmental computing centers. @en