The Essential Guide to ITSM (IT Service Management)
I. What is ITSM?
Unpacking ITSM: Processes and Activities
ITIL Made Easy: ITSM Processes and Best Practices
II. ITSM & ITIL What's the Difference, and Why Does it Matter?
A Brief History of ITSM & ITIL
ITSM vs ITIL: What's the Difference, and How Do They Complement Each Other?
III. Understanding the ITIL Service Lifecycle
IT Service Management Plays Beyond IT
IV. ITSM Roles and Responsibilities
Other ITSM Frameworks
V. ITSM KPIs and Metrics
The Definitive Guide to Service Desk KPIs and Metrics
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VII. The Central Role of ITSM Software
Capabilities of ITSM Software
Change management is one of the most challenging ITIL processes to implement successfully. ITSM software should provide configuration and dependency mapping, which ensure that risks are adequately understood and mitigated when implementing IT changes, as well as automate key tasks such as change approval processes.
Configuration management is a crucial but often overlooked aspect of ITSM. Each IT asset should be documented as a configuration item with the organization's CMDB. IT operators can use the CMDB to access information about configuration items, including which CIs are needed to deliver a specified service.
Compare ITSM Vendor's in Gartner's 2019 Magic Quadrant
VIII. Current Trends Influencing the Future of ITSM
IT Service Management 2020: 15 Experts Share Their Insights on the Future of ITSM
IX. 8 Steps to Elevate ITSM Success
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