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 Continuity: managing 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?