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The Application Services Library (ASL) is a public domain framework of best practices used to standardize processes within Application Management, the discipline of producing and maintaining information systems and applications. The term "library" is used because ASL is presented as a set of books describing best practices from the IT industry.
OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal , admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external).
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.
ISO 20000-1 has been revised by ISO/IEC JTC 1/SC 40 IT Service Management and IT Governance. The revision was released in July 2018. From that point certified entities enter a three-year transition period to update to the new version of ISO 20000-1, ISO/IEC 20000-1:2018 – Information technology — Service management — Part 1: Service ...
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®.
GLPI Project is an open source and collaborative community of developers and IT experts gathered to develop the GLPI software. This collaboration is achieved by different means: installation and use of GLPI, GLPI tests, upgrades submissions, documentation participations, translations, features request.
ITIL describes best practices, including processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. It is designed to allow organizations to establish a baseline and can be used to demonstrate compliance and to measure improvements.
InnerSource is the use of open source software development best practices and the establishment of an open source-like culture within organizations [1] for the development of its non-open-source and/or proprietary software. The term was coined by Tim O'Reilly in 2000 [2] in his column. [3]