This post discusses about IT service management (ITSM) under an IT context.
IT Service Management Standards
IT service management standards featured on this post:
- ITIL
- ISO/IEC 20000-1
- VeriSM
ITIL
ITIL is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.
You may read a post dedicated to ITIL.
ISO/IEC 20000-1
ISO/IEC 20000-1 is an standard with the title “Information Technology – Service management”.
It is published by both ISO and IEC.
As of April 2024, its latest version is ISO/IEC 20000-1:2018.
ISO/IEC 20000-1 accept different approaches, like ITIL or ISACA’s COBIT.
VeriSM
Value-driven Evolving Responsive Integrated Service Management (VeriSM) is a service management approach developed by the International Federation for Digital Competencies (IDFC) in partnership with EXIN, BCS, and APMG.
ISO/IEC 20000-1 Concepts
Service catalog items include:
- Description of the service
- Service-level definitions and objectives
- Contact points
- Support information
- Dependencies on other services
- Security details
IT Service Management Processes
Processes covered on IT service management include:
- IT Change and Configuration Management
- IT change management
- IT configuration management
- IT continuity management
- Information security management
- Continual service improvement management
- Incident management
- Problem management
- Release and Deployment Management
- Release management
- Deployment management
- Service-level management
- Availability management
- Capacity Management
IT Change and Configuration Management
The concepts of change management and configuration management go frequently together.
IT Change Management
You can read more about change management on this post.
IT Configuration Management
Configuration management is the process for establishing and maintaining consistency of a product’s performance, functional, and physical attributes with its requirements, design, and operational information throughout its life.
You can read more about configuration management on this post.
ITIL configuration subprocesses:
- Configuration control: managing changes in the configuration management system (CMS).
- Configuration identification: identifying and specifying the attributes for each configuration item type and subcomponent and the relationships between each CI or subcomponent and others in the organization.
- Configuration verification and audit: validates that configurations match what is excpected.
Release and Deployment Management
The concepts of release management and deployment management go frequently together, and it is known as Release and Deployment Management (RDM) in ISO/IEC 20000-1.
An RDM plan typically contains, according to ISO/IEC 20000-1:
- Build planning
- Risk assessment
- Testing
Service Level Management
ITIL service level management subprocesses:
- Maintenance of the service-level management framework
- Identification of service requirements
- Service-level monitoring and reporting
- Agreement sign-off and service activation, including service-level agreement and service acceptance criteria.
Problem Management
An incident is an unplanned event that cause a service disruption.
A problem is a potential cause of an incident.
Capacity Management
Capacity Management is a 20000-1 process.
20000-1 capacity management subprocesses:
- Business capacity management
- Service capacity management
- Component capacity management
ITIL
ITILv4 service management practices and components:
- Change
- Release
- Deploy
- Capacity and performance
- Availability
- Problem management
Release
Includes component:
- Deployment management
Capacity and Performance Management
Subprocesses:
- Business c. m.
- Service c. m.
- Component c. m.
- C. m. reporting
Availability Management
It is an ITIL process.
It includes:
- Designing services for availability
- Availability testing
- Availability monitoring and reporting
ITSM Software
ITSM software:
- BMC Remedy
- EasyVista
ServiceNow, though popular as a CMDB, can be considered also an ITSM.
BMC Remedy
BMC Remedy is an ITSM software. It is developed by company BMC.
It is proprietary.
EasyVista
EasyVista is an ITSM software.
It is developed by Spanish company EasyVista.
It is proprietary.
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External References
- M. Chapple, D. Seidl; “CCSP Official Study Guide Third Edition“, chapter 8 “Operations Management”, section “IT Service Management and Continual Service Improvement”, pp. 229-230; Wiley, 2021.