ISM - IN CONTROL OF
IT SERVICE MANAGEMENT

The purpose of the quality management process is to maintain and optimize efficient and effective service provision in accordance with the SLA concluded with the client.

The process provides a structure for identifying those factors in the information system that are a risk to the proper execution of the SLA. These risks can be dealt with by making modifications or by amending agreements.

The process sets out, in a plan-based and pro-active approach, how to identify weaknesses and inefficiencies. It specifies how to assess the extent of the risks and also what measures need to be taken.