ITSM
Also called: IT Service Management · service management
The practice of managing IT as a set of services with owners, commitments and evidence, rather than as a collection of technology.
ITSM — IT Service Management — is the practice of running IT as services rather than as equipment. A service has an owner, a value proposition, a criticality, agreed service levels and a catalogue entry someone can request. The familiar practices — incident, request, problem, change, configuration, asset, knowledge — are the mechanisms that keep those commitments.
The distinction that matters when evaluating tools is between registering and resolving. Logging a ticket with a status and an assignee has been a solved problem for twenty years. What costs an organization is answering questions that no single ticket contains: why a service failed and who it affected, what changed yesterday that might explain it, whether a control was actually executed.
On this site: ITSM & PinkVERIFY →