In response to business pressures to increase service quality while reducing costs, many IT organizations are searching for
tools to help them move from service desk to service management.
This executive briefing series is designed to help you understand the critical building blocks required for an effective IT
Service Management (ITSM) application, to ease your transformation to service management.
At the most fundamental level, the transformation requires an ITSM platform that extends beyond core service desk capabilities
for incident and problem management, to provide:
- An extensive, standards-based architecture that supports data, workflow, and policy integration across multiple busines processes.
- Support for the use and implementation of IT best practices such as Information Technology Infrastructure Library (ITIL), ISO 20000, and Sarbanes-Oxley (SOX).
- Adherence to corporate governance standards, including the development, documentation, monitoring, and auditing of compliance related control processes.
- A centralized Configuration Management Database (CMDB) with native PC lifecycle management interoperability.