Information technology service management (ITSM) is the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers.
Change management is an IT service management discipline. The objective of change management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service. Changes in the IT infrastructure may arise reactively in response to problems or externally imposed requirements, e.g. legislative changes, or proactively from seeking improved efficiency and effectiveness or to enable or reflect business initiatives, or from programs, projects or service improvement initiatives.
The IT Service Management Forum (itSMF) is an independent, international, not-for-profit organization of IT service management (ITSM) professionals worldwide. Around the operation of IT services the itSMF collects, develops and publishes best practices, supports education and training, discusses the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions. The itSMF is concerned with promoting best practices in IT service management and has a strong interest in the international ISO/IEC 20000 standard. The itSMF publishes books covering various aspects of service management through a process of endorsing them as part of the itSMF Library.
Mercury Interactive Corporation was an Israeli company acquired by the HP Software Division. Mercury offered software for application management, application delivery, change and configuration management, service-oriented architecture, change request, quality assurance, and IT governance.
ISO/IEC 20000 is the international standard for IT service management. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. It was originally based on the earlier BS 15000 that was developed by BSI Group.
Infra Corporation is a division of EMC Corporation that produces infraEnterprise, which is a multi-tier web-based IT Service Management software tool. The software is based on ITIL and it implements a number of ITIL processes, including Service Desk management, Change Management, Release Management, Configuration Management, Availability Management and Service Level Management. The tool also includes a knowledge base module, which complies with principles of Knowledge-Centered Support (KCS).
A change-advisory board (CAB) delivers support to a change-management team by advising on requested changes, assisting in the assessment and prioritization of changes. This body is generally made up of IT and Business representatives that include: a change manager, user managers and groups, technical experts and, possible third parties and customers.
Omninet, headquartered in Eckental, Germany in the region of Nuremberg, is a medium-sized software development company known as an international orientation innovator in the area of business process management software. Its subsidiaries and offices are located in Austria, Switzerland, Belgium, the Netherlands, and Russia; it has also a sales office in the United States. Omninet is a Microsoft Gold partner.
GLPI is an open source IT Asset Management, issue tracking system and service desk system. This software is written in PHP and distributed as open-source software under the GNU General Public License.
IFS AB is a multinational enterprise software company headquartered in Linköping, Sweden. The company develops and delivers enterprise software for customers worldwide who manufacture and distribute goods, maintain assets, and manage service-focused operations. IFS has over 5,000 employees that support thousands of customers worldwide from a network of local offices and a growing ecosystem of partners.
ZENworks, a suite of software products developed and maintained by Micro Focus International for computer systems management, aims to manage the entire life cycle of servers, of desktop PCs, of laptops, and of handheld devices such as Android and iOS mobile phones and tablets. As of 2011 Novell planned to include Full Disk Encryption (FDE) functionality within ZENworks. ZENworks supports multiple server platforms and multiple directory services.
Fusion Global Business Solutions, formerly Fusion Business Solutions, is a European IT and Customer Service Management company specialising in IT Service Management and Data center infrastructure management. Fusion has customers across EMEA, North America and APAC with its headquarters located in London, UK.
Omnitracker is a proprietary business process platform developed by Omninet GmbH in Germany. Omnitracker is developed as modular software for medium and large companies. It is used to track, control and evaluate relevant business processes. The main area of application is the support of ITIL compliant processes, which manages requests, incidents/ errors, customer inquiries from the moment of creation to completion. Omnitracker received certifications of the Federal Association of IT-Mittelstand and Pink Elephant that covers nine processes.
Tudor IT Process Assessment (TIPA) is a methodological framework for process assessment. Its first version was published in 2003 by the Public Research Centre Henri Tudor based in Luxembourg. TIPA is now a registered trademark of the Luxembourg Institute of Science and Technology (LIST). TIPA offers a structured approach to determine process capability compared to recognized best practices. TIPA also supports process improvement by providing a gap analysis and proposing improvement recommendations.
Samanage, an enterprise service-desk and IT asset-management provider, has its headquarters in Cary, North Carolina. The company's flagship product, Samanage, operates as a multi-tenant, Software-as-a-Service (SaaS) system for IT and enterprise service management. As of November 2018, Samanage had more than 1,800 customers in 50+ countries.
The Information Technology Infrastructure Library (ITIL) is a set of detailed practices 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.
Absolute Software Corporation is an American–Canadian company that provides products and services in the fields of endpoint security and zero trust security. The company is headquartered in Vancouver, British Columbia, Canada. Regional offices include: Victoria, British Columbia, Canada; Austin, Texas; Ankeny, Iowa; Boulder, Colorado; San Jose, California; and Seattle, Washington in the U.S.; and in Reading, UK; and Ho Chi Minh City, Vietnam. Absolute is a publicly traded company on the Toronto Stock Exchange (TSX) and Nasdaq.
Service governance is a means of achieving good corporate governance through managing internal corporate services across and throughout an enterprise. It engages stakeholders and delivery channels for the purpose of effectively managing risk, as well as driving the intended business value with a focus on how decisions are made and enforced in a dynamic business environment.
UNICOM Global is an American multinational technology corporation headquartered in Mission Hills, California. The company was founded by Corry Hong in Los Angeles, California in 1981 to develop AUTOMON/CICS and related products for the CICS mainframe marketplace. UNICOM Global has grown since then by acquiring publicly-traded and private IT organizations and products, and through property acquisition. Corry Hong was born in Seoul, South Korea and immigrated to the United States at age 20, studying computer science at Pierce College in Los Angeles. He is the CEO and president of the company.
Data center management is the collection of tasks performed by those responsible for managing ongoing operation of a data center This includes Business service management and planning for the future.
