Chapter 21IT Service Management & IT Operations Assessment
In Chapter 9, we described many elements of IT service management (ITSM) and IT operations management (ITOM). This includes service requests to asset management (ITAM), user provisioning to vendor management, and more. We discussed the various frameworks that can be used to define these elements in an organization.
In this chapter, we will take these elements at a high level and develop capability statements for each. However, you are encouraged to take this as a starting point, not an ending point. The methods by which you manage your IT department's service delivery are complex and detailed. Every organization addresses these elements somewhat differently, ...
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