ISM - IN CONTROL OF
IT SERVICE MANAGEMENT

The need for quality assurance in the field of IT service provision is increasing all the time. Internal and external clients are demanding facilities that meet their business needs more effectively.

Organizations usually use two kinds of instruments to guide their performances: instrument tools and measuring tools. ISM is an organizational tool, which can be used to shape the organization and which determines and manages the modus operandi. Independent measuring tools are then used to investigate the performance of the organization.

 The following standards and guidelines can play a role:

• COBIT
• ISO20000
• SOx  

We also recommend the following books:

• ISO / IEC 20000 An Introduction  
• Implementing ISO/IEC 20000 Certification - The Roadmap
• ISO/IEC 20000 Pocket Guide