ISM - IN CONTROL OF
IT SERVICE MANAGEMENT

Just like ISM, FSM describes the elementary activities in a simple process model; on a tactical and operational level.

The FSM process model consist of the following six processes: 

• Contract Management (CM) - documents the desired service provision and makes agreements with the customer and the parties that realize (part of) the service provision.
• Requirement Management (RQM) – collects the business requirements and translates this to functional specifications that are documented in the functional design, and manages the execution of these specifications by IT management and information management. These functional specifications documents not only the functionality of the information system, but also the behavior of the service. Determining the functional specifications involves the different stakeholders.
• Registration Management (REG) – gives information on current functional specifications by registering these in an accessible manner.
• Support Management (SPM) – supports (end) users in using the information system and executes the agreements about the information system, like adapting data and formulating and running queries.
• Error Management (ERM) – takes care of the execution of errors in the functional design of support management and restores the agreed service provision.
• Demand Management (DM) – ensures the quality of the current and future service provision making an inventory of risks and initiating countermeasures. The effectiveness and efficiency of the service provision are part of the quality. Risks do not only consist of weaknesses in the functional design, but also instances in which an information system can not sufficiently meet the customer requirements, or the changed situation in the environment of information management or IT management. This also includes a timely response to capacity demands from the business.