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Execution of ITSM processes in an organization, especially those processes that are more workflow-driven, can benefit significantly from being supported with specialized software tools. [4] ITSM tools are often marketed as ITSM suites, which support a whole set of ITSM processes.
Change management within ITSM (as opposed to software engineering or project management) is often associated with ITIL, but the origins of change as an IT management process predate ITIL considerably, at least according to the IBM publication A Management System for the Information Business. [1]
A process assessment is conducted to get a clear view of the current practices in an organization in a particular domain (e.g. the IT service management domain in TIPA for ITIL). The goal is to compare these practices to a renowned reference so that the current status of the processes can be measured and appropriate suggestions for process ...
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.
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.
ISO/IEC 15504 is the reference model for the maturity models (consisting of capability levels which in turn consist of the process attributes and further consist of generic practices) against which the assessors can place the evidence that they collect during their assessment, so that the assessors can give an overall determination of the organization's capabilities for delivering products ...
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