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It service management
This document provides an overview of IT service management (ITSM) and describes approaches to auditing ITSM. ITSM is a process-based framework for delivering quality IT services and managing the relationship between IT service providers and their customers. Core components of ITSM include service level management, change management, incident management, and problem management. The document concludes by listing some key areas that can be audited in ITSM, including service level management, IT financial management, and information security management.
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It service management
- 1. IT SERVICE MANAGEMENT(ITSM) LUSUNGU MKANDAWIRE MARCH 13, 2015 IIAM IT AUDIT ESSENTIALS WORKSHOP
- 2. AGENDA What isIT Service Management Core ITSM Components Auditing ITSM
- 3. OBJECTIVES Provide anoverview of IT Service Management and describe its importance Describe approaches to auditing IT Service Management
- 4. WHAT IS ITSERVICE 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.
- 6. CORE ITSM COMPONENTS ServiceLevel Management Change Management Incident Management Problem Management
- 7. CORE ITSM COMPONENTS ServiceLevel 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 ChangeManagement 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 IncidentManagement 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 ProblemManagement 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 ServiceLevel Management IT Financial Management Capacity Management IT Service Continuity Management Availability Management Information Security Management
- 12.