Knowledge Base

Categories (10)

Service Catalog

Live services available and provided by IT
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Service Asset and Configuration Management

To define the assets, physical and virtual, from which our services are built and delivered.
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Change Enablement

To control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services
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Incident Management

It's broken. Fix it.
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Knowledge Management

Provide meaningful IT knowledge to our external stakeholders about the services and technologies we offer and how to interact with them
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Project Management

The execution of active projects to completion
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Project Portfolio Management

To decide which IT projects to undertake and when. AKA Client Engagement and Value Engineering
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Request Fulfillment

Give advice or instructions; or allow subscription or access to defined, documented services
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Service Desk

Provide first point of contact for incident management and request fulfillment. AKA IT Help
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Service Level Management

Ensure that a service is managed with a business focus, regardless of where the technology components or professional capabilities reside.
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Articles (2)

Pinned Article Index of Formally Defined ITSM Practices

Generic ITSM Roles and Responsibilities