ITSM / ITIL^® / Fritz^®

Too often, a solution implementation is called “successful” when the application goes live. At ISM, we believe that true success can only be measured after the solution has gone live and been in production an extended period of time. The software portion of a solution deployment often receives an inordinate amount of focus at the expense of process, communications, quality management, training, documentation, production support, and continuous improvement.

At ISM, we know that long-term success depends on how well you manage your IT operations, including well-coordinated service and asset management processes and solutions. At the foundation of every mature service management organization is a well-defined Service Management system. The Service Management system consists of a group of integrated components designed to align the organization’s planning activities to their customers’ current and future requirements, while professionally supporting their customers’ needs on a day-to-day basis.

ITIL® is the most widely accepted approach to IT service management in the world, and it does provide a cohesive set of best practices, drawn from the public and private sectors internationally. However, as a “best practice”, ITIL® only defines an ideal service management end state; it does not provide the details on how to reach that end state. In other words, ITIL® is an integral and necessary component of any service management initiative, but it is not a Service Management system in and of itself.

The components of the Service Management system include:

• Strategy -- An overall Service Management Strategy with Mission, Critical Success Factors (CSFs), and key measurements;
  
• Structure -- An organization structure with defined roles and responsibilities
  of various coordinated support levels and functions;
  
• System -- An information repository with reported incidents, planned activities, available services, assets and configurations, and measurements available to the organization and their customers; and,
  
• Process -- An integrated infrastructure of automated ITIL®-related business processes, policies and procedures, and supporting tools, technologies and knowledgebases.

The ISM Framework for IT Success^SM, mapping the appropriate components ITIL^® v3 among other industry standards, provides the ideal blueprint for establishing a world-class Service Management system. Specializing in HP Service Center, including HP Asset Manager, BMC Remedy, and CA Service Desk and Asset Management, ISM has the expertise and experience to streamline and optimize your service management processes, Service Desk, and asset management solutions.

For a complete list of ISM's Process-related services, click here.