ISM - IN CONTROL OF
IT SERVICE MANAGEMENT

ISM has been developed for organizations that provide services. It is based on generic principles that apply to any service organization. However, there are a number of critical success factors:

• The size of the organization. Although the model is generic, in our opinion it is less suitable for units with fewer than six employees. However, the organization can always opt for partial implementation of ISM.
• Quality awareness. ISM has been developed with a view to improving service provision. Organizations that do not focus on this aspect will derive less benefit from ISM.
• Change-readiness. In order to implement ISM successfully and without disrupting services, the organization must be fully aware of the resources required and the throughput time.

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