| Service Management |
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IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.
ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models.
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| Key words |
- Area of conflict: IT as an asset or IT as strategic driver
- Process driven IT (but ITIL gives only guidelines)
- Budget adherence
- Effective communication and same understanding (important during mergers, carve outs, outsourcing, etc.)
- Risk identification and avoidence (e.g. continuity management)
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| Typical methods |
- ITLv3 and later
- Combined with Cobit or other planning methods
- Service Level Management (SLM) incl. SLA's or OLA's
- Contract negotiations (outsourcing)
- Customer requirements analysis
- Product catalogue
- Incident management an all other areas
- IT Audits
- Continous improvements
- Capability management (CMMI)
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