What is the difference between ITSM and ITIL? Maybe I'm just trying to compare incomparable, but worth trying.
Both consider ServiceDesk (HelpDesk + CMDB) and processes. I assume, that ServiceDesk should respect ITIL.
I'm thinking about it, because we are an IT company (MPS) and we do IT outsourcing for SMB customers. SMB means up to 250 computers here in Czech republic. Our focus is on even smaller customers, 5 to 50 computers / users.
We have ITIL compatible ServiceDesk and defined processes. Those processes are based on ITIL, but simplified. For example we don't care about "capacity management" or some processes are merged to one like "change management" and "release and deployment management".
We want to do the best for our customers, so I need to understand the context of ITIL and ITSM.