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According to the SIAM Body of Knowledge, [5] the term ‘service integration and management’ or SIAM, and the concept of SIAM as a management methodology originated in around 2005 from within the UK public sector, which was also the source of other best practice methodologies such as ITIL®.
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.
The main drivers for a company to establish or optimize its service management practices are varied: High service costs can be reduced, i.e. by integrating the service and products supply chain. Inventory levels of service parts can be reduced and therefore reduce total inventory costs. Customer service or parts/service quality can be optimized.
The IT Service Management Forum (itSMF) is an independent, international, not-for-profit organization of IT service management (ITSM) professionals worldwide. [1] Around the operation of IT services the itSMF collects, develops and publishes best practices, supports education and training, discusses the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions.
Responding to growing dependence on IT, the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s developed a set of recommendations designed to standardize IT management practices across government functions, built around a process model-based view of controlling and managing operations often credited to W. Edwards Deming and his plan-do-check-act (PDCA) cycle.
In practice, it is a combination of technologies and processes which combine social collaboration, mobility tools and gamification in order to provide higher quality support in a service desk environment. It is typically under-pinned by best practices like ITIL, COBIT or Lean Six Sigma for Service Management.
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Service governance is a means of achieving good corporate governance through managing internal corporate services across and throughout an enterprise. It engages stakeholders and delivery channels for the purpose of effectively managing risk, as well as driving the intended business value [ 1 ] with a focus on how decisions are made and ...