IT-Service Management

IT-Service Management is the implementation of the ITIL Reference Model (known as ISO 20000) for delivery of IT services:

   .: IT services that have evolved during a long time must adapt themselves to changing requirements of business processes.
      A reference model is an aid to achieve this goal.
   .: All affected enterprise units demand transparency about the performance and the cost of IT. Service Level Agreements
      (SLAs) enable costs to be traced and justified

Sub-Processes in IT-Service Management




  Analysis of business requirements and translation into effective IT processes

   .: Analysis of current situation
   .: Documentation and Agreement on the need for changes (the "To-Be" situation)
   .: Action Planning
   .: Definition of Service Level Agreements
   .: Project Management of the implementation
   .: Preparation of the certification according to ISO 20000


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