IT Service Management (ITSM)
   The Objective of IT Service Management is to ensure availability of service and infrastructure. To minimize the disruption to
   end users through resolution of incidents reported by the users, other groups and automated monitoring tools.

   ITSM is set of best practices to manage IT services. Whereas ITIL (Information Technology Infrastructure Library) defines
   and documents the best practices, ITSM employs them to meet unique customer requirements and priorities.

   ITSM Overview
   ITSM employs ITIL documented best practices and in most cases extends beyond into additional areas such as enhanced processes
   and implementation to provide additional value-added functionality. At present, ITSM methods have evolved to include specific
   ways to enable and optimize assessment, planning, and implementation of ITIL best practices.

   ITSM Background
   ITSM and ITIL upon which it is based are both an integrated, process based, set of best practices to manage IT services.
   Whereas ITIL defines and documents the best practices, ITSM employs them to meet unique customer requirements and priorities.

   When examining the differences between mainframe systems management services and ITSM, it becomes apparent that when ITSM is
   applied in today's IT environment and across the enterprise the benefits and sophistication of its best practices are highlighted
   and exemplified. Where mainframe environments are typically centralized, ITSM is applicable to both distributed and centralized
   environments. In addition, where mainframe services are typically stand-alone and technology based, ITSM provides for integrated
   services that are process based with a focus on satisfying business requirements.

   ITSM General Methodology
   ITSM methodology encompasses the following areas (the basic areas of ITIL):

   Service Support
   • Service Desk (Function) - a function not a process, this provides a central point of contact between users and IT
   • 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 and manage them
   • Change Management - standard methods and procedures for effective managing of all changes
   • Release Management - testing, verification, and release of changes to the IT environment
   • Configuration Management - physical and logical perspective of the IT infrastructure and the IT services being provided

   Service Delivery
   • Availability Management - optimize IT infrastructure capabilities, services, and support to minimize service outages and provide sustained levels of service.
   • IT Service Continuity - managing an organization's capability to provide the necessary level of service following an interruption of service
   • Capacity Management - enables an organization to 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 associated with providing the organization with the resources needed to meet requirements