» About IT Service Management

IT service management

From Wikipedia, the free encyclopedia

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 to design, plan, deliver, operate and control information technology (IT) services offered to customers. It is thus concerned with the implementation of IT services that meet customers' needs, and it is performed by the IT service provider through an appropriate mix of people, process and information technology.

Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCoolers' annual ITSM report states that business use ITSM "mostly in support of customer experience (35%) and service quality (48%)."

As a discipline, ITSM has ties and common interests with other IT and general management approaches, e.g., quality management, information security management and software engineering. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI, ISO 9000 or ISO/IEC 27000.

Source: - https://en.wikipedia.org/wiki/IT_service_management


Enterprise service management

From Wikipedia, the free encyclopedia

Enterprise service management (ESM) is a category of business management software—typically a suite of integrated applications that a service organization uses to capture, manage, save and analyze data critical to their service business performance.

ESM provides an integrated view of core service business processes, often in real-time, using common databases. ESM systems track business resources—people, parts, assets—and the status of customer commitments: service requests, orders, repairs, and SLAs. The applications that make up the system share data across various departments (customer service, technical support, sales, field service, etc.) that use the information for their work. ESM facilitates information flow between departments and coordinates activities with external resources involved in the service business process.

Enterprise service management is also a term used to sometimes generically describe the use of Service processes and technologies across an organization. It is meant to be a broader term (like ERP and EAM) in contrast to IT Service Management which only concerns the management of IT Services. Companies like ManageEngine (in the form of their ITSM solution, ServiceDesk Plus), IFS, and ServiceNow are examples of software vendors with ESM solutions.

Source: - https://en.wikipedia.org/wiki/Enterprise_service_management



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