Episode 36: Information and Technology — Tools That Enable Services

The second dimension of service management, information and technology, provides the tools and data that enable modern services. In this episode, we’ll discuss how this dimension includes everything from enterprise software and automation platforms to monitoring systems and knowledge repositories. Information refers not just to raw data but to how it is managed, secured, and shared. Technology refers to the systems and infrastructure that deliver and support services. ITIL highlights that organizations must use technology wisely — aligning it to business goals and avoiding the trap of adopting tools for their own sake.

We’ll explore real-world examples such as cloud computing, artificial intelligence, and automation in IT operations, showing how they enhance efficiency while introducing new risks. The exam may test your ability to link technology and information back to the other dimensions, ensuring you see their role not in isolation but as part of a balanced system. This episode was produced by BareMetalCyber.com.