IT Service Management (ITSM)

  1. ITSM Technology and Tooling
    1. ITSM Platform Categories
      1. Integrated ITSM Suites
        1. Core Functionality
          1. Integration Capabilities
            1. Scalability Features
            2. Best-of-Breed Solutions
              1. Specialized Tools
                1. Integration Challenges
                  1. Vendor Management
                2. Core ITSM Tool Functions
                  1. Service Desk and Ticketing
                    1. Ticket Management
                      1. Workflow Automation
                        1. Self-Service Portals
                          1. Mobile Access
                          2. Configuration Management Database
                            1. Discovery Tools
                              1. Relationship Mapping
                                1. Data Quality Management
                                  1. Integration Capabilities
                                  2. Change and Release Management
                                    1. Change Workflow
                                      1. Approval Processes
                                        1. Release Planning
                                          1. Deployment Automation
                                          2. Asset Management
                                            1. Asset Discovery
                                              1. Asset Tracking
                                                1. License Management
                                                  1. Financial Management
                                                2. Supporting Technologies
                                                  1. Monitoring and Event Management
                                                    1. Infrastructure Monitoring
                                                      1. Application Performance Monitoring
                                                        1. Event Correlation
                                                          1. Alert Management
                                                          2. Knowledge Management Systems
                                                            1. Knowledge Base
                                                              1. Search Capabilities
                                                                1. Content Management
                                                                  1. Collaboration Features
                                                                  2. Reporting and Analytics
                                                                    1. Dashboard Creation
                                                                      1. Report Generation
                                                                        1. Data Visualization
                                                                          1. Performance Analytics
                                                                          2. Automation and Orchestration
                                                                            1. Workflow Automation
                                                                              1. Process Orchestration
                                                                                1. Integration Platforms
                                                                                  1. Robotic Process Automation

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                                                                              6. ITSM Roles and Organizational Structure

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                                                                              8. ITSM Implementation and Adoption