IT Service Management - Overview

IT Service Management - a core part of the ITIL publications - becomes more and more important in the IT Governance discussion. Although I do not think that ITSM is of vital importance to IT Governance (but on IT Management), I collected some information on the Service Delivery and Service Support practices, which you can find on this Website. Klick on the processes of the graphic to open a short description and a Mind-Map, containing a short overview of the content. The subsequent pages contain comprehensive information on the processes as well as a mapping to the relevant COBIT processes, that are addressed.

(c) Jimmy Heschl 2005

Please note that ITIL is a subset of processes and practices for IT Governance which are focussed on IT (Service) Management. To ensure full coverage of sound IT Governance (Strategic Alignment, Value Delivery, Risk Management, Resource Management and Performance Management) the COBIT Framework should be adapted and adopted.