IT Service Management
IT Service Management is about more than ITIL®. While ITIL is the basis of IT Service Management, the development of an international standard for IT Service Management - ISO/IEC 20000:2005 - has been crucial to the long term take up of IT Service Management around the world.
This site has a comprehensive range of information and guidance for the ITSM practitioner, plus
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ITSM toolkits/software (including an ITSM toolkit and a CMDB) and
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ITSM qualifications - training/distance learning - options
and other resources for people interested in IT Service Management.
The fact that organizations are now able to achieve an externally accredited certificate of compliance to an internationally recognized IT Service Management standard enables them to position themselves much more competitively. Foundations of IT Service Management, based on ITIL V3 captures this relationship clearly.
Accredited IT Service Management qualifications - such as Practitioner and Manager - can be achieved and there is a wide range of classroom seminars and distance learning products that are designed to assist individuals prepare for them. Read more about IT Service Management qualifications, training courses and distance learning options here.
Service Level Agreements
Service Level Agreements (or SLAs) are at the heart of IT Service Management and are used to describe agreed levels of service between a service provider and a customer - and are applicable both inside and outside an organization.
ISO/IEC 20000:2005
ISO/IEC 20000 is the new international service management standard. ISO/IEC 20000 will become as important in the future as the information security management standard. The new Pocket Guide to ISO 20000 is an excellent overview, and the Achieving ISO 20000 Series, (by the authors of the standard who know the IT Service Management industry inside and out) provide detailed guidance. They are all essential reading for anyone implementing the IT Service Management Standard; many organizations start their programme with an assessment of their current services against the standard by using the IT Service Management Self-assessment Workbook (BIP 0015).
IT Service Management Relationship Between ISO 20000 & ITIL
IT Service Management and Continuous Improvement
Continuous improvement, a cornerstone of an effective IT Service Management environment, is fundamentally dependent on gathering and using meaningful measurements. Metrics for IT Service Management provides comprehensive, current guidance on how best to tackle this critical subject.
Six Sigma for IT Management takes IT process improvement to a new stage. As six sigma gains ground across the business sector, so its use to improve IT processes has become inevitable. This book gives organizations an opportunity to understand and adopt this latest competitive approach.
Capability Maturity Models
The concept of a Capability Maturity Model is common to most IT Service Management frameworks, and the CMM is described in the IT Service CMM Pocket Guide. Understanding the CMM model is fundamental to any long term service improvement strategy.
There are a number of other frameworks that organizations find useful in addressing their IT Service Management strategies.
The Microsoft Environment
The Microsoft Operations Framework (MOF) provides operational guidance that enables organizations to achieve mission-critical system reliability, availability, supportability, and manageability of Microsoft products and technologies. This is clearly described, together with additional useful guidance, in the MOF Pocket Guide.
The Microsoft Solutions Framework (MSF), now in version 3.0, is a comprehensive project management methodology which integrates with MOF and is described in the MSF Pocket Guide.
Application Services Library
The Application Services Library (ASL) is a public domain application management standard that was developed to provide best practice guidance for application design and development, something not included within ITIL, but which is ultimately important for effective IT Service Management. The ASL Foundation website is in Dutch, and ASL, a Management Guide, and ASL, a Framework for Application Management, provide comprehensive English information on this important subject.
Information Services Procurement Library
Procurement of services is a core function within IT Service Management. The Information Services Procurement Library (ISPL) has emerged to provide very focused best-practice guidance that helps both supplier and customer organizations in any information technology-related acquisition to achieve their desired quality. ISPL covers risk management, contract management and planning issues, and helps with monitoring the delivery phase. It is well described in IT Services Procurement based in ISPL - a Pocket Guide.
IT Service Management Toolkits
IT Service Management Toolkits provide practitioners and IT professionals with proven, developed methodologies and tools that will enable them to accelerate their IT service management projects. Configuration Management databases (CMDBs) are at the heart of any successful ITSM deployment and are therefore one of the key tools. Others include templates for measurement and for service support and delivery assessments. You can find out about the full range of ITSM Toolkits here.
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