Your First Process and Beyond


The concept of ITSM (IT Service Management) is not a new one – its roots go way back to the 60’s with concepts such IBM’s ISMA (Integrated Systems Management Architecture) and the more general Concept of ESM (Enterprise Systems Management), which was popular in the 80’s and 90’s.

Even though the concept of ITSM is not new, it can definitely be new to your organization.  

For most people, ITSM starts with the Service Desk and incident management.  While that is a great start, the real benefits come when you move beyond your first process and introduce ITSM as the foundation for extraordinary service delivery.

We will provide practical tips and tricks on getting your first process up and running while you simultaneously lay the groundwork for Service Management as a practice.  

What you will learn:

  • A brief history of Service Management and its underlying benefits
  • The “down and dirty” of designing a process
  • The importance on communication and obtaining “buy-in” for ITSM
  • The concept of the ITSM program office
  • Building and executing an ITSM roadmap