IT Service Management

1. IT SERVICE MANAGEMENT (ITSM)
LUSUNGU MKANDAWIRE
MARCH 13, 2015
IIAM IT AUDIT
ESSENTIALS
WORKSHOP

2. AGENDA
 What is IT Service Management
 Core ITSM Components
 Auditing ITSM

3. OBJECTIVES
 Provide an overview of IT Service Management and
describe its importance
 Describe approaches to auditing IT Service
Management

4. WHAT IS IT SERVICE MANAGEMENT
 A process-based framework for the support and
delivery of quality IT Services.
 A Structured approach to Managing the
Relationships between IT Service Providers and
their Customers.
 Similar in Concept to PMBOK(Project
Management) and CMMI

5. CORE ITSM COMPONENTS

6. CORE ITSM COMPONENTS
Service Level Management
Change Management
Incident Management
Problem Management

7. CORE ITSM COMPONENTS
Service Level Management
Service-level management is the monitoring and
management of the quality of service(QoS) of an entity's
key performance indicators(KPIs)
 Service Level Agreement (SLA)
 An agreement between an IT service provider and a
customer.
 The SLA describes the IT service, documents service
level targets, and specifies the responsibilities of the
IT service provider and the customer.

8. CORE ITSM COMPONENTS
Change Management
 The Process responsible for controlling the
Lifecycle of all Changes.
 The primary objective of Change Management is
to enable beneficial Changes to be made, with
minimum disruption to IT Services.

9. CORE ITSM COMPONENTS
Incident Management
The Process responsible for managing the
Lifecycle of all Incidents.
The primary Objective of Incident
Management is to return the IT Service to
Users as quickly as possible.

10. CORE ITSM COMPONENTS
Problem Management
The Process responsible for managing the
Lifecycle of all Problems.
The primary Objectives of Problem
Management are to prevent Incidents from
happening and to minimize the Impact of
Incidents that cannot be prevented.

11. AUDITING ITSM
 Service Level Management
 IT Financial Management
 Capacity Management
 IT Service Continuity Management
 Availability Management
 Information Security Management

12. Thank You!
Lusungu Mkandawire
Lusungu.Mkandawire@mw.airtel.com
265999989153
www.linkedin.com/pub/lusungu-mkandawire/57/102/283
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