IT service management

IT service management ( ITSM ) describes the entirety of measures and methods that are necessary to achieve the best possible support for business processes (GP) by the IT organization. ITSM describes the change in information technology towards customer and service orientation. The guarantee and monitoring of business services , i.e. the IT services that are visible to the customer, is important . In this way, the efficiency, quality and profitability of the respective IT organization can be continuously improved.

environment

With this definition, the term can be classified in the following context:

• IT governance (ITG): To assess and implement stakeholder interests.
• Business Service Management (BSM): The connection between process management and ITSM.
• Process management (also business process management , GPM): The definition of the company's processes that are supported by IT.
• Service-Oriented Architecture (SOA): A management concept for a service-oriented architecture of ICT .

Norms, frameworks and standards

With ISO / IEC 20000 there is a standard that specifies the minimum requirements for IT service management processes. An organization can have its service management system (SMS) certified on the basis of ISO / IEC 20000. There are also other frameworks and standards. Some of these are company-specific requirements or industry-oriented solutions. Examples are:

• Business Process Framework (eTOM)
• FitSM
• Entry page at the manufacturer of the IT Infrastructure Library (ITIL)
• Microsoft Operations Framework (MOF) from Microsoft

literature

• Fritz Kleiner: IT Service Management - From practice for practice . mitp , 2016, ISBN 978-3-95845-504-7 .
• Martin Beims: IT service management in practice with ITIL . 4th edition. Carl Hanser Verlag , 2014, ISBN 978-3-446-44137-8 .
• Fritz Kleiner: IT Service Management - From practice for practice . Springer Vieweg , 2013, ISBN 978-3-658-00180-3 .
• Roland Böttcher: IT Service Management with ITIL V3 . Heise, Hannover 2010, ISBN 978-3-936931-58-7 .
• Pascal Wild: IT service management at universities: Development of the support organization at universities with campus management systems . Saarbrücken: Vdm 2008
• Oliver Bartsch: IT service management - compliance and profitability in IT . Ed .: Markus Lindinger. TÜV Media GmbH, ISBN 978-3-8249-1154-7 (updated quarterly).

Individual evidence

1. ↑ eTOM . TM forum. Archived from the original on February 26, 2015. Retrieved on August 19, 2019. Current source of the eTOM in version 19 at tmforum.org Also accessed on August 19, 2019
2. ↑ FitSM . FedSM Project. Archived from the original on August 9, 2018. Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. Retrieved February 26, 2015. 
3. ^ ITIL . Axelos. Retrieved August 19, 2019.
4. ↑ Microsoft Operations Framework . Microsoft. Retrieved February 26, 2015.