IT Service Management (ITSM)

Presentations

• IT Process Improvement - Start Where You Are, presented by Darin Davis at the Austin and San Antonio chapters of HDI on August 12 and 19, 2010. (PDF) (MP3 - 9MB)

  Incident Management Example (used in live demo)

• ITIL Experiences - Cases Studies from the itSMF USA 2006 Annual Conference, presented by Darin Davis on September 13, 2007 at the AT&T Technical Leaders Forum in Austin, Texas (PDF) (MP3 - 40MB)

News / Discussions / Blogs

• IT Skeptic, blog by Rob England with reader comments. Sharon Taylor is guest blogger.
• ITSM Watch

ITIL

• Official ITIL web site by the UK's Office of Government Commerce
• ITIL V3 Qualification Scheme
• ITIL Glossary (v2 and v3)
• ITIL Definitions (v2 and v3)
• Basic information about ITIL (from Firewall Toolkit)

Process Relationships

• Process Relationships in ITIL V3 (using Taskmap)

Incident Management

• Example Incident Management process (ITIL V2) (using Taskmap)

Organizations, Professional

• Association for Information Technology Professionals
• Association For Services Management International (AFSMI)
• Consortium for Service Innovation
• HDI (formerly "Help Desk Institute")
• Information Systems Audit and Control Association (ISACA), publisher of COBIT (Control Objectives for IT)
• Institute of Internal Auditors (IIA), publisher of IT Audit magazine
• Institute of IT Service Management (IOSM)
• Institute of Certified Service Managers (ICSM)
• IT Infrastructure Management Association (ITIMA)
• IT Process Institute, (publisher of Visible Ops)
• IT Service CMM
• itSMF International
• itSMF USA
• National Association for Business Service Management
• Service Desk Institute (formerly HDI Europe)
• Service Management Institute, publisher of the SMBOK (Service Management Body of Knowledge)
• Service & Support Professionals Association
• Society for Information Management

Organizations, Professional Services

• AT&T Consulting
• Avant
• Booz Allen
• International Network Services (INS)
• Omnikron Systems
• Plexent
• Pink Elephant
• Third Sky

Organizations, Training

• IT Service Management Institute, provider of training (CSMP and ITIL)
• Pink Elephant
• Third Sky

Standards

• ISO 20000 (basic information from Firewall Toolkit)
• ISO 27000 Series
• ITU Telecommunications Management - M Recommendations. From this site, download the following at no charge:
  • M.3050.0 Enhanced Telecom Operations Map (eTOM) - Introduction
  • M.3050.1 eTOM - The Business Process Framework
  • M.3050.2 eTOM - Process decompositions and descriptions
  • M.3050.3 eTOM - Representative process flows
  • M.3050.4 eTOM - B2B integration
  • M.3050 eTOM Supplements:
    • M.3050 Supplement 1 eTOM - ITIL application note
    • M.3050 Supplement 2 eTOM - Public B2B Business Operations Map (BOM)
    • M.3050 Supplement 3 eTOM to M.3400 mapping
    • M.3050 Supplement 4 An eTOM Primer

Vendors

Suites

• Axios
• BMC (Remedy ITSM)
• CA
• iET Solutions
• Interlink
• FrontRange ITSM
• HP OpenView
• TouchPaper ITBM

Asset Management

• BDNA (IT Asset Management)
• CalemEAM (EAM/CMMS)

Change Management

• Alterpoint (network change and configuration management)

Configuration Management

• BMC (Atrium CMDB)
• Intelliden (network configuration and change management, compliance)
• Managed Objects
• Voyence (network configuration and change management, compliance)

Service Desk

• FrontRange HEAT

Service Level Management

• Digital Fuel (service catalog)
• Lontra (service catalog)
• newScale (service catalog)
• PMG (service catalog)