Service Management
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.
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)
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)