IT-Service-Management

IT Service Management (ITSM ) is the sum of measures and methods that are needed to achieve the best possible support of business processes (GP) by the IT organization. ITSM insofar describes the development of information technology to customer and service orientation. Of importance is ensuring and monitoring of business services, ie the visible to the customers IT services. In this way continuously the efficiency, quality and profitability of the respective IT organization can be improved.

Surroundings

With this definition, the term is to be classified in the following environment:

• IT Governance (ITG ): To review and implementation of stakeholder interests.
• Business Service Management ( BSM): The connection between process management and ITSM.
• Process Management (including Business Process Management, BPM): The definition of the processes of the business that are supported by IT.
• Service Oriented Architecture ( SOA): A management approach to a service-oriented architecture of ICT.

Standards, frameworks and standards

With the BS 15000 exists in the UK, a standard, with the single IT service management processes are specified. On the basis of BS 15000, a company can be certified IT service management. The BS 15000 was transferred in December 2005 in the international standard ISO / IEC 20000:2005. For this standard a more recent version was adopted in 2011. There are other frameworks and standards. These are partly company specific requirements or industry- oriented solutions. Examples are:

• Enhanced Telecom Operations Map ( eTOM )
• IT Infrastructure Library ( ITIL)
• Microsoft Operations Framework (MOF) by Microsoft
• Serena Service Manager ( SSM) from Serena Software