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  2. IT service management - Wikipedia

    en.wikipedia.org/wiki/IT_service_management

    A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.

  3. ITIL - Wikipedia

    en.wikipedia.org/wiki/ITIL

    ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.

  4. Service integration and management - Wikipedia

    en.wikipedia.org/wiki/Service_integration_and...

    Specify IT service management processes and procedures to be deployed across the enterprise and ensure they are followed. Act as the central point of control between IT demand and IT supply. Play a pivotal coordinating role in all service management processes.

  5. Configuration management - Wikipedia

    en.wikipedia.org/wiki/Configuration_management

    Configuration Management (CM) is an ITIL-specific ITSM process that tracks all of the individual CIs in an IT system which may be as simple as a single server, or as complex as the entire IT department. In large organizations a configuration manager may be appointed to oversee and manage the CM process.

  6. Change management (ITSM) - Wikipedia

    en.wikipedia.org/wiki/Change_management_(ITSM)

    Change management is an IT service management discipline. The objective of change management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service. Changes in ...

  7. Information technology management - Wikipedia

    en.wikipedia.org/wiki/Information_technology...

    These resources supported a single set of requirements and processes, and couldn't easily be optimized or reconfigured to support actual demand. [5] This led technology providers to build out and complement their product-centric infrastructure and management offerings with Converged Infrastructure environments that converge servers, storage ...

  8. Freshworks (FRSH) Q4 2024 Earnings Call Transcript - AOL

    www.aol.com/freshworks-frsh-q4-2024-earnings...

    By replacing its legacy ITSM tool with Freshservice, Denver Health can protect the security and privacy of patient data while automating important tasks so that employees can provide patient care ...

  9. Incident management - Wikipedia

    en.wikipedia.org/wiki/Incident_management

    Incident management is an important part of IT service management (ITSM) process area. [13] The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are ...

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