The Relationship between CSM and ITIL

CSM supports multiple industry-certified ITIL® processes.

• Incident and Service Request Management

  Incident Management is the process that ensures that Services are restored as quickly as possible. The key aim of Incident Management is to restore something that is broken or disrupted for users as quickly as possible. This troubleshooting process is designed on a three-stage basis, as first, second, and third level.

  Service Request Management fulfills requests for information or access to a Service. Examples include resetting a password, granting access to a printer, or providing standard setup services for a new employee.

• Problem Management

  Problem Management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented. Problem Management ensures that the root cause of multiple incidents is resolved as quickly as possible.

• Change Request Management

  Change Management is the process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. Change Management ensures that changes are recorded, classified, scheduled, implemented, and reviewed to minimize service disruption to the company.

• Service Asset and Configuration Management

  Service Asset and Configuration Management ensures that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. A Configuration Management Database (CMDB) process ensures that all Configuration Items are effectively managed and stored in the Configuration Management Database (CMDB).

• Service Management

  IT Service Management (ITSM) refers to the implementation and management of quality IT services that meet the needs of the business. ITSM helps you capitalize on the ability of your IT Department to provide quality Services that are cost-effective and meet the expectations and needs of the business, such as reducing cost of operations, improving service quality, improving user satisfaction, and improving compliance.

• Service Level Management

  Service level management negotiates achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, operational level agreements, and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Service Level Management ensures that Service Level Agreements (SLAs) are carried out appropriately.

• Knowledge Management

  Knowledge Management shares perspectives, ideas, experience, and information, and ensures that these are available in the right place and at the right time. Knowledge Management enables informed decisions and improves efficiency by reducing the need to rediscover Knowledge. Knowledge Management ensures that all Knowledge in your CSM Knowledge Base is efficiently gathered, approved, stored, and shared with Users and Customers. In CSM, Knowledge is stored mainly in Knowledge Articles (KAs) but can come from other Knowledge Sources as well, including Business Object records, attachments, and web sources (example: Google or YouTube).

• Release Management

  Release Management is the process responsible for planning, scheduling, and controlling the build, test, and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services. Release Management ensures that builds are created, tested, and deployed without affecting the stability of existing Services.

• Project Management

  An IT Project is a temporary organization, with people and other assets, that is required to achieve an objective or other outcome. Each project has a lifecycle that typically includes initiation, planning, execution, and close. IT Project Management ensures that Projects are completed on time using the appropriate resources.