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Service Desk and Incident Manager: Careers in IT service management by Peter Wheatcroft

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2 AN OVERVIEW OF SERVICE DESK AND INCIDENT MANAGEMENT

INTRODUCTION TO IT SERVICE MANAGEMENT

All SDIM functions, roles and processes fall under the discipline of IT service management, or ITSM for short. ITSM forms an essential part of an IT department’s overall remit to manage the information assets of the organisation it serves. It sits alongside the disciplines of systems development and business analysis, and others, depending on how the work is structured. ITSM provides both the day-to-day operational services needed to run business systems and manage their use as well as the advice and guidance needed to ensure that new services are designed in the most effective and efficient way possible.

ITSM has two main areas of focus: to manage services ...

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