ITSM General Methodology

ITSM methodology works with areas that are divided in 2 groups. Here are the groups:

IT Service Support

  • Configuration Managment: which is the physical and logical perspective of IT infraestructure and IT services.
  • Change Management:  standard methods and procedures for effective managing of all changes
  • Release Management: verification, and release of changes to the IT environment
  • Incident Management: the day-to-day process that restores normal acceptable service with a minimal impact on business
  • Problem Management: the diagnosis of the root causes of incidents in an effort to proactively eliminate them.

IT Service Delivery

  • Service Desk:   provides a central point of contact between users and IT department

  • Availability Management: optimize IT infrastructure capabilities, services, and support to minimize service outages.  Provide levels of service to meet business requirements

  • IT Service Continuitymanaging an organization’s capability to provide the necessary level of service following an interruption of service

  • Capacity Management:  tactically manage resources and strategically plan for future resource requirements

  • Service Level Management:  maintain and improve the level of service to the organization

  • Financial Management for IT Services: managing the costs to be able to provide the organization with the resources needed to meet requirements

Like ITIL and MOF are frameworks of ITSM, also work with the areas mention above, it may vary the way are named or where in the life cycle are placed in each framework.

So what do you think about this? Do you use one or some of these areas in your work?

One thought on “ITSM General Methodology”

  1. At work we use change management we use tfs to track all the changesets and whom did the change set, we also work with a help desk with three different layers, the people that know the business rules, the people that needs to solve the tickets, and if the incident can’t be resolve then there are some developers that will help

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