IT service management is an area of responsibility within IT management and deals with the needs of customers. IT should be seen as a service provider that offers useful and usable services for the customer. The benefit of an IT service is achieved, for example, when problems are solved or an increase in performance is achieved. Serviceability is achieved with services of sufficient scope and availability. Secure and continuous IT performance is of great value.
We offer training courses on a wide range of IT service management frameworks.
ITIL
One of the best-known best practices in this area is ITIL (Information Technology Infrastructure Library). ITIL is a registered trademark of AXELOS, which is part of the Examination Institute PeopleCert.
The framework is published and continuously developed by a central organization. It relies more on the knowledge of practitioners than academics.
DevOps
The term DevOps is made up of the words Development and Operations. It describes the collaboration between software development and IT operations. With DevOps approaches, the development and operations team can work faster and more efficiently, make software applications available at shorter intervals, react more quickly to incidents and ultimately improve collaboration within the team.
DevOps approaches modernize IT service management with their agile and lean principles. This makes the service management organization more responsive.
FitSM
FitSM was developed as part of a European project to promote standards for cloud computing and IT service management. The FitSM standard and the associated certification systems are maintained by the rights holder ITEMO e.V. The ITSM framework is still relatively new and is characterized by its simplicity. The basic principles of FitSM are simplicity, practicability and flexibility.
FitSM is designed to be compatible with the international standard ISO/IEC 20000-1 and the ITIL framework.
ISO/IEC 20000
ISO/IEC 20000 is an internationally recognized standard for IT service management and is aligned with the process descriptions defined by ITIL. The ISO/IEC 20000 standard is particularly beneficial for organizations seeking formal recognition of their IT service management, as organizations can be certified to ISO/IEC 20000-1.
Site Reliability Engineering (SRE)
Site Reliability Engineering as a new service management model is complementary to the principles of ITIL 4 and DevOps and supplements them with a concrete operational concept (Operation Model).