IT Service Management (ITSM)

  1. ITSM Roles and Organizational Structure
    1. Strategic Roles
      1. Service Owner
        1. Service Accountability
          1. Service Performance
            1. Service Improvement
            2. Process Owner
              1. Process Design
                1. Process Performance
                  1. Process Improvement
                  2. Business Relationship Manager
                    1. Customer Relationships
                      1. Business Requirements
                        1. Service Portfolio
                      2. Tactical Roles
                        1. Service Manager
                          1. Service Delivery
                            1. Service Quality
                              1. Service Reporting
                              2. Process Manager
                                1. Process Execution
                                  1. Process Monitoring
                                    1. Process Coordination
                                    2. Change Manager
                                      1. Change Assessment
                                        1. Change Authorization
                                          1. Change Coordination
                                        2. Operational Roles
                                          1. Service Desk Manager
                                            1. Service Desk Operations
                                              1. Staff Management
                                                1. Performance Management
                                                2. Service Desk Analyst
                                                  1. Incident Handling
                                                    1. Request Fulfillment
                                                      1. Customer Communication
                                                      2. Technical Analyst
                                                        1. Technical Investigation
                                                          1. Problem Resolution
                                                            1. Technical Support
                                                            2. Application Support Analyst
                                                              1. Application Issues
                                                                1. Application Maintenance
                                                                  1. User Support
                                                                2. Governance Bodies
                                                                  1. IT Steering Committee
                                                                    1. Strategic Direction
                                                                      1. Investment Decisions
                                                                        1. Performance Review
                                                                        2. Change Advisory Board
                                                                          1. Change Assessment
                                                                            1. Change Authorization
                                                                              1. Change Scheduling
                                                                              2. Configuration Control Board
                                                                                1. Configuration Standards
                                                                                  1. Configuration Changes
                                                                                    1. Configuration Audits

                                                                                Previous

                                                                                5. Key ITSM Processes Deep Dive

                                                                                Go to top

                                                                                Next

                                                                                7. ITSM Technology and Tooling