MIS211 Lecture Notes - Lecture 9: Business Service Management, Gartner, Network Management
1 Oct 2018
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Topic 9: is services: strategies, management models and frameworks. A set of processes that corporate to ensure the quality of live it services, according to the levels of service agreed to by the customer. It is superimposed on management domains such as: system management, network management, systems development and on many process domains like: change management, asset management and problem management (gartner, 2004) Relationship between it governance and it service management (itsm) It service management standards, such as: iso/iec 20000 which is underpinned by itil and drawing on experts/organisational knowledge. It services management (itsm) frameworks: an it (is) service management (itsm) framework is: A set of best practices and guidelines for it processes and services. Related to process improvement frameworks and methodologies (e. g. tqm, six sigma, cmmi: the glo(cid:271)al leader i(cid:374) (cid:858)best pra(cid:272)ti(cid:272)es(cid:859) itsm fra(cid:373)e(cid:449)orks is itil (it infrastructure library current version is v3 2011) It service management framework holds with the highest adoption rate (24%) is it.
