• ESM

• COBIT

• CMMI-SVC

• USMBOK

• SIAM

• VeriSM

5S

Service Portfolio

A Service Portfolio is a collection of Service Definitions

Service Definition

With a Service Definition...

• Our customers know what to expect from us

• We know what we need to deliver to our customers and are, therefore, in a position to work out what it will take to do so.

"Put yourself in the shoes of the customer" (1)

Service Interface

How to deal with us

Service Utility

What we offer

Service Warranty

How quickly will we do things and to what standard

Cost

What is the cost

ITSM Tools

• Aisera

• AlertOps

• Asset Panda

• BigPanda

• CMDBuild

• configure8

• HCL SX

• Ivanti Cherwell

• Fixify

• Freshservice

• GLPI

• HaloITSM

• BMC Helix ITSM

• InvGate

• ITarian

• iTop

• KACE by Quest

• Kayako

• KIX

• ManageEngine ServiceDesk Plus

• OCP (Open Content Platform)

• OpenNMS

• OpsGenie

• OTRS

• Pipefy

• PROXY Pro

• LogMeIn Resolve

• ServiceTonic

• ServoDesk

• SMART SERVICE DESK ITSM

• Spiceworks

• Squadcast

• SuiteCRM

• SuperOps

• SysAid

• Virima

• Vision Helpdesk

• VIZOR

• Xurrent

• Zammad

• Zendesk

• Zoho Desk

Glossary

• ITAM - IT Asset Management

• ITSM - IT Service Management

• ITOM - IT Operations Management

• ROI - Return On Investment

• SRE

• SLO

• SLI

• SMB - Small to Medium-sized Business

• UEM - Unified Enfpoint Management

Bibliography & References