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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/IEC 20000 is the international standard for IT service management.It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. [1] It was originally based on the earlier BS 15000 that was developed by BSI Group.
IT Management refers to IT related management activities in organizations. MIS is focused mainly on the business aspect, with a strong input into the technology phase of the business/organization. A primary focus of IT management is the value creation made possible by technology. This requires the alignment of technology and business strategies.
In IT service management, a service is something provided by people to other people. Certain frameworks to describe IT service management use the term service description; for instance, it may be a standard part of a service level agreement. [1]
It is the central reference point for all documentation of a service, so it contains many links to other documents. A description of the sort of information that should be kept in an SDP is found in Appendix A of the Service Design book. [1] The main categories described are: Service lifecycle plan; Service programme; Service transition plan
A single document containing about 85 auditable requirements for an effective service management system. The requirements are divided into general requirements (GR) and requirements for 14 different service management processes (PR). FitSM is similar in scope and style to part 1 of ISO/IEC 20000, but significantly shorter.
IT as a service (ITaaS) is an operational model where the information technology (IT) service provider delivers an information technology service to a business. [ 1 ] [ 2 ] The IT service provider can be an internal IT organization or an external IT services company.
For the technical implementation of web services etc., see Service-oriented (business computing). Subcategories This category has the following 2 subcategories, out of 2 total.
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