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This article was considered for deletion at Wikipedia on July 13 2019. This is a backup of Wikipedia:ITSM-OPS. All of its AfDs can be found at Wikipedia:Special:PrefixIndex/Wikipedia:Articles_for_deletion/ITSM-OPS. Purge

This article is intended as a Global Index for organizations and individuals wishing to embrace IT Service Management & Operations.

IT best practices, standards, guidelines, methodologies, frameworks, concepts, approaches, behaviours, techniques & tools :

In order to ehance and protect the development of this article, contributors are kindly requested to:

  1. Maintain the index structure and layout of this article
  2. Respect copyrights agreements
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  4. Understand that this page is a Global Index as opposed to a detailed article

IT Service Management & Operations

IT Practices/Processes/Functions/Activities

The table below is a list of IT Service Management & Operational Practices, Processes, Functions & Activities.

Organizations and individuals are encouraged to refer to this list as guidance for the implementation and management of ITSM & Operations.

Further information can be found at the links provided in section References below,

Practices/Functions/Activities Type References & Links
1. Operational governance for the management of IT Services & Infrastructure GMP
2. Strategy Management GMP
3. Service Portfolio Management GMP
4. Architecture Management (Business & Service) GMP
5. Financial Management GMP Financial Management for IT Services
6. Workforce and Talent Management GMP
7. Continual Service Improvement GMP
8. Analysis & Reporting GMP
9. Risk Management GMP Risk management
10. IT Security Management GMP
11. Knowledge Management GMP
12. Organizational Change Management GMP
13. Projects Management GMP
14. Relationship Management GMP
15. Supplier Management GMP
16. Implementation of IT Process & Procedures GMP
17. Service Management SMP
18. Service Design SMP
19. Business Analysis SMP
20. Service Catalogue Management SMP
21. Service Level Management SMP
22. Availability Management SMP
23. Capacity Management SMP Capacity Management
24. Performance Management SMP IT Performance Management
25. Business Continuity Management & Disaster Recovery SMP
26. Monitoring & Events Management SMP Event Management
27. Service Desk SMP - F
28. Service Request Management SMP
29. Incident Management SMP Incident Management
30. Crisis Management SMP
31. Problem Management SMP Problem Management
32. Release Management SMP Release Management
33. Change Management SMP Change Management
34. Service Validation & Testing SMP
35. Configuration Management SMP Configuration Management Database
36. License Management SMP
37. Certificates Management SMP
38. IT Asset Management SMP
39. Facilities Management FM
40. Datacentre Management DCM Datacenter Management
41. Infrastructure & Platform Management TMP - F ICT Infrastructure Management
42. Network Management TM - A
43. Virtualisation Management TM - A
44. Servers Management TM - A
45. Storage Archive Management TM - A
46. Database & Data Management TM - A
47. Workstations, Tablets & Mobile devices Management TM - A
48. Directory Service Management TM - A
49. Middleware Management TM - A
50. Internet & Websites Management TM - A
51. Deployment Management TMP
52. Applications & Systems Management TMP - F
53. Software Development TMP - F

GMP General Management Practice
SMP Service Management Practice
TMP Technical Management Practice
FM Facilities Management
DCM Datacentre Management
TM Technical Management
F Function
A Activity

General ITSM

IT Service Management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers.[1]

Please refer to the following links for more information about IT Service Managment (ITSM) :


ITIL, formerly[1] an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business.

ITIL® is the most complete and widely accepted set of IT Best Practices in the world.

Please refer to the following links for more information about ITIL® :


COBIT (Control Objectives for Information and Related Technologies) is a good-practice framework created by international professional association ISACA for information technology (IT) management and IT governance. COBIT provides an implementable "set of controls over information technology and organizes them around a logical framework of IT-related processes and enablers."[1]

Please refer to the following links for more information about COBIT :

ISO/IEC 20000 standard - IT Service Management

ISO/IEC 20000 is the first international standard for IT Service Management. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018.[1] It was originally based on the earlier BS 15000 that was developed by BSI Group.[2]

Please refer to the following links for more information about ISO/IEC 20000 :

ISO/IEC 27001 standard - Information Security Management

ISO/IEC 27001 is an information security standard, part of the ISO/IEC 27000 family of standards, of which the last version was published in 2013, with a few minor updates since then.[1] It is published by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC) under the joint ISO and IEC subcommittee, ISO/IEC JTC 1/SC 27.[2]

Please refer to the following links for more information about ISO/IEC 27001 :

Microsoft Operations Framework

Microsoft Operations Framework (MOF) 4.0 is a series of guides aimed at helping information technology (IT) professionals establish and implement reliable, cost-effective services.

Please refer to the following links for more information about Microsoft Operations Framework :


DevOps is a set of software development practices that combine software development (Dev) and information technology operations (Ops) to shorten the systems development life cycle while delivering features, fixes, and updates frequently in close alignment with business objectives.[1][2]

Please refer to the following links for more information about DevOPS :

Lean Startup

Lean startup is a methodology for developing businesses and products, which aims to shorten product development cycles and rapidly discover if a proposed business model is viable; this is achieved by adopting a combination of business-hypothesis-driven experimentation, iterative product releases, and validated learning.

Please refer to the following links for more information about Lean :

Program & Project Management

Please refer to the following links for more information about Project Management methodologies :

Agile Practices, Methodologies, Frameworks, Concepts, Techniques & Tools

Agile software development is an approach to software development under which requirements and solutions evolve through the collaborative effort of self-organizing and cross-functional teams and their customer(s)/end user(s).[1] It advocates adaptive planning, evolutionary development, early delivery, and continual improvement, and it encourages rapid and flexible response to change.[2][further explanation needed]

Please refer to the following links for more information about Agile practices, methodologies, frameworks, concepts, techniques & tools :

Artificial Intelligence Implementation & Management

Please refer to the following links for more information about Artificial Intelligence :


Description Link
General ITSM IT Service Management


ITIL® v4 - ITIL Foundation v4 Book - Chapter 5: ITIL Management Practices https://www.axelos.com/certifications/itil-certifications/itil-foundation-leve
ITIL® v3 - Service Operation 2011 Book https://www.axelos.com/certifications/itil-certifications/itil-intermediate-level/service-operation