353:. The main goal of these organizations is to foster the exchange of experiences and ideas between users of ITSM frameworks. To this end, national and local itSMF and HDI chapters (LIGs or local interest groups for itSMF) organize conferences and workshops. Some of them also contribute to the translations of ITSM framework documents into their respective languages or publish their own ITSM guides. There are several certifications for service management like ITILv4, TOGAF or COBIT.
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into the service management infrastructure. In addition to actively monitoring and owning incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and
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is an international standard for managing and delivering IT services. Its process model bears many similarities to that of ITIL version 2, since BS 15000 (precursor of ISO/IEC 20000) and ITIL were mutually aligned up to version 2 of ITIL. ISO/IEC 20000 defines minimum requirements for an effective
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which provide only a portion of what a service desk can offer. A service desk has a more broad and user-centered approach which is designed to provide the user with an informed single point of contact for all IT requirements. A service desk seeks to facilitate the integration of business processes
311:
USM, the principle-based USM method provides a standardized management system for a service organization to manage its people, its processes, its technology, and its services, based on an explicit service management architecture.USM specifies the management system that supports the practice-based
115:(CMDB). The ability of these suites to enable easy linking between incident, service request, problem and change records with each other and with records of configuration items from the CMDB, can be a great advantage. ITSM tools and processes are commonly referred to as
286:(Control Objectives for Information and Related Technologies) is an IT Governance framework that specifies control objectives, metrics and maturity models. Recent versions have aligned the naming of select control objectives to established ITSM process names.
308:'s goal is the professional development of application management. This is achieved by offering a framework within which the processes of application management are brought in relation to each other.
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The ITIL approach considers the service desk to be the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting
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Execution of ITSM processes in an organization, especially those processes that are more workflow-driven, can benefit significantly from being supported with specialized software tools.
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is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business.
319:"service management system" (SMS). Conformance of the SMS to ISO/IEC can be audited and organizations can achieve an ISO/IEC 20000 certification of their SMS for a defined scope.
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is a standard for lightweight service management. It contains several parts, including e.g. auditable requirements and document templates, which are published under
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96:. The CIO WaterCooler's 2017 ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)."
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is a framework and methodology that aims to define business goals while aligning them with architecture objectives related to software development.
336:) includes, in addition to a general framework of service management functions, guidance on managing services based on Microsoft technologies.
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A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a
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tools, when in fact they are not the same. More than 100 tools are self-proclaimed ITSM tools - example 'ITSM systems' include FreshService,
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Managing
Development and Application of Digital Technologies: Research Insights in the Munich Center for Digital Technology & Management
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151:(SPOC) to meet the communication needs of both users and IT staff, and also to satisfy both Customer and IT Provider objectives.
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246:. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g.
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ITSM tools are often marketed as ITSM suites, which support a whole set of ITSM processes. At their core is usually a
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of mundane tasks, this allows people who perform these tasks to take on more critical tasks, this process called
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423:"When Infrastructure Management Just Won't Do - The Trend Towards Organizational IT Service Management"
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for handling incidents, service requests, problems and changes. They usually also include a tool for a
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As a discipline, ITSM has ties and common interests with other IT and general management approaches,
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190:(disruptions or potential disruptions in service availability or quality) and for users making
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frameworks and standards and is adopted by Dutch government for its management architecture.
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that is paying for the service. ITSM tools are frequently applied to other aspects of
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to support a set of ITIL processes, can obtain official approval, allowing them to use
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ISO/IEC 33001 Information technology -- Process assessment -- Concepts and terminology
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296:. Its basic process framework is in large parts aligned to that of ISO/IEC 20000.
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472:"Brenner, M. Classifying ITIL Processes - A Taxonomy under Tool Support Aspects"
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Brenner, Michael; Garschhammer, Markus; Hegering, Heinz-Gerd (15 August 2006).
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Management of information technology services that meet the needs of a business
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There are international, chapter-based professional associations, such as the
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Relationships between ITSM frameworks and other management standards
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Various frameworks for ITSM and overlapping disciplines include:
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is a process framework for telecommunications service providers.
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425:. In Eva-Maria Kern; Heinz-Gerd Hegering; Bernd Brügge (eds.).
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trademarks and an "ITIL process compliant" logo, under
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ITIL (Information
Technology Infrastructure Library)
127:. Software vendors whose ITSM tools fulfill defined
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771:"Popular IT Service Management (ITSM) Frameworks"
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157:refers to the actual user of the service, while
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50:to design, build, deliver, operate and control
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642:"(crowdsourced list of) Alternatives to ITIL"
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325:is a framework of best practices for the
173:(ESM). One of the big pushes in ITSM is
40:Information technology service management
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644:. list.ly, Jan van Bon. 3 February 2016
618:. Itemo.org. 1 May 2015. Archived from
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451:"The IT Service Management Survey 2017"
395:. Itemo. 24 August 2016. Archived from
393:"FitSM Part 0: Overview and vocabulary"
368:Network and service management taxonomy
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812:
46:) are the activities performed by an
712:"USM en het Dienstverleningsconcept"
139:' ITIL Software Endorsement scheme.
491:"(crowdsourced list of) ITIL tools"
32:For computer-managed services, see
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218:(CERT) are specifically dedicated
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616:"FitSM Foundation slides handout"
278:Business Process Framework (eTOM)
216:Computer emergency response teams
194:(routine requests for services).
113:configuration management database
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734:"Microsoft Operations Framework"
169:, this practice is often called
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594:. The Stationery Office. 2011.
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548:"Enterprise Service Management"
240:information security management
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84:is characterized by adopting a
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535:ITIL Service Design (2011)
341:Professional organizations
109:workflow management system
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294:Creative Common licenses
666:. Itemo. Archived from
149:Single Point of Contact
129:functional requirements
592:ITIL Service Operation
514:"ITIL Software Scheme"
375:(software development)
327:Information Management
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820:IT service management
804:IT Service Management
756:"itSMF International"
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179:IT process automation
94:continual improvement
78:IT systems management
806:at Wikimedia Commons
244:software engineering
205:as similar kinds of
64:Differing from more
576:ITIL Service Design
835:Services marketing
692:. SURVUZfoundation
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212:software licensing
82:service management
74:network management
34:Daemon (computing)
802:Media related to
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220:computer security
88:approach towards
16:(Redirected from
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780:12 December
718:13 February
696:13 February
674:27 November
456:28 November
403:27 November
222:incidents.
199:call centre
57:offered to
18:IT Services
814:Categories
690:"USM Wiki"
648:3 February
557:17 January
520:30 January
497:29 January
380:References
226:Frameworks
175:automation
121:ServiceNow
90:management
68:-oriented
66:technology
825:Telephony
775:BMC Blogs
740:7 October
493:. list.ly
203:help desk
187:incidents
59:customers
516:. Axelos
357:See also
252:ISO 9000
167:business
159:customer
125:Samanage
55:services
664:"FitSM"
626:30 July
552:Gartner
329:domain.
100:Process
86:process
714:. NORA
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163:entity
137:Axelos
133:Axelos
475:(PDF)
332:MOF (
290:FitSM
284:COBIT
272:TOGAF
254:, or
80:, IT
76:and
782:2021
742:2012
720:2024
698:2024
676:2018
650:2016
628:2015
596:ISBN
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559:2023
522:2015
499:2015
458:2017
431:ISBN
405:2018
323:BiSL
300:CMMI
248:CMMI
242:and
154:User
123:and
117:ITIL
44:ITSM
351:HDI
306:ASL
201:or
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