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IT Service Management

IT service management (ITSM) refers to the entirety of activities - directed by policies, organized and structured in processes and supporting procedures - that are performed by an organization or part of an organization to plan, deliver, design, manage, improve, operate and control IT services offered to customers. The goal of ITSM is to ensure that the right processes, people and technology are in place so that the organization can meet its business goals.

Performance-driven IT: How metrics can transform IT services and operations

Performance-driven IT forces you to rethink how we use the data that we are swamped with every day. Too much information is a common cry in business and this title makes a compelling case for reviewing available data sets. Those that are maintained need to be acted on to refocus the organization on the required strategic outcomes along the way, so that the metrics used to measure and manage performance become dynamic.

Problem Management: A Practical Guide

The IT Service Management process known as Problem Management is more than simply restoring services and applying permanent fixes to incidents; it is about providing a stable and available infrastructure that supports business processes and enables the success of the business.

Problem Management: A Practical Guide - Book

Problem Management: A Practical Guide - PDF

Service Management Online: Creating A Successful Service Request Catalogue

This is a frequently confused area and the author provides practical guidance as well as distinguish the differences between defined services and requests associated with them. Also included are topics such as integrating governance, tool considerations and catalogue measurement and improvement.

Service Management Online - Book

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