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ITSM - Vanderbilt IT

IT Service Management

About ITSM

ITSM, or Information Technology Service Management is a component of ITIL (IT Infrastructure Library). ITIL consists of a series of books which provide guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organizations growing dependency on IT and embodies best practices for IT Service Management. ITIL is the recognition that the organization is becoming increasingly dependent on IT in order to satisfy corporate aims and meet business needs. This leads to an increased requirement for high quality IT services


The ITIL V3 Framework

  • Service Strategy (SS)
    • Strategy Generation
    • Financial Management
    • Service Portfolio Management
    • Demand Management
  • Service Design (SD)
    • Service Catalog Management
    • Service Level Management
    • Capacity Management
    • Availability Management
    • Service Continuity Management
    • Information Security Management
    • Supplier Management
  • Service Transition (ST)
    • Transition Planning and Support
    • Change Management
    • Service Asset and Configurations Management
    • Service Validation and Testing
    • Evaluation
    • Knowledge Management
  • Service Operation (SO)
    • Event Management
    • Incident Management
    • Request Fulfillment Management
    • Access Management
    • Problem Management
    • Functions with Operations:
      • Service Desk function
      • Technical Management function
      • Application Management function
      • IT Operation Management function
  • Continual Service Improvement (CSI)
    • Service Measurement
    • Service Reporting
    • CSI Process
      • Define Should
      • Define Can
      • Gather Data
      • Process
      • Analyze
      • Presentation
      • Implement Corrective Action