IT Service Management (ITSM)

INSIGHT creates a common environment from which all IT and telecommunications service and support can be delivered, from provisioning to payment. INSIGHT uses IT Service Management (ITSM),, a top-down, business-driven approach to IT management that specifically addresses the strategic business value generated by the IT organizations and the need to deliver superior IT service.

Per the ITIL, IT Service Management consists of two process areas: Service Support and Service Delivery.

Service Support:

• Service Desk
• Incident Management
• Problem Management
• Change Management
• Configuration
• Release Management

Service Delivery:

• Service Level Management
• Capacity Management
• Availability Management
• Financial Management
• IT Service Continuity Management