it service management
TRANSCRIPT
IT SERVICE MANAGEMENT (ITSM)LUSUNGU MKANDAWIRE
MARCH 13, 2015
IIAM IT AUDIT
ESSENTIALS
WORKSHOP
AGENDA
What is IT Service Management
Core ITSM Components
Auditing ITSM
OBJECTIVES
Provide an overview of IT Service Management and
describe its importance
Describe approaches to auditing IT Service
Management
WHAT IS IT SERVICE 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
CORE ITSM COMPONENTS
CORE ITSM COMPONENTS
Service Level Management
Change Management
Incident Management
Problem Management
CORE ITSM COMPONENTS
Service Level 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.
CORE ITSM COMPONENTS
Change Management
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.
CORE ITSM COMPONENTS
Incident Management
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.
CORE ITSM COMPONENTS
Problem Management
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.
AUDITING ITSM
Service Level Management
IT Financial Management
Capacity Management
IT Service Continuity Management
Availability Management
Information Security Management
Thank You! Lusungu Mkandawire
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