[...]... continuously in editions to be brought out xii 8333 Prelims (i- xviii) 20/5/02 5:40 pm Page xiii Introduction to IT Service Management and the Guide annually In addition, discussion of the developments identified and the various approaches to them will be encouraged in international discussion forums on the Internet (http://itsmportal.net) This combination of initiatives can make a contribution to the. .. etc xiii 8333 Prelims (i- xviii) 20/5/02 5:40 pm Page xiv The Guide to IT Service Management Volume I There is no point in certification if a stable situation of this kind has not been achieved After all, in that case the value of the certificate will not be recognized; it is not founded on the recognition of a goal to be pursued It is quite evident that the desired stability is not yet within the reach... leaders and infrastructure organizations in the IT services branch has led to installing a new IT Service Fund The Fund, managed by leading authorities in the IT services industry, will stimulate and finance initiatives that will benefit the IT services market and emphasize its innovative nature >> Organization of the Guide This Guide is an international publication in the field of IT Service Management, ... specifically designed for the management area, many regulations apply to a wide quality area, and so also to IT Service Management But certification initiatives relating to management organizations are beginning to appear here and there In addition, a number of initiatives for individual-oriented certification are to be found in the Service Management field These are the first signs that standardization... in the client’s organization; which technology; which future services The direction in which the client’s market is moving; the implications for the client’s business process and the supporting applications TABLE 1.2 Service vs application view Application management is defined as: the contracted responsibility for the management and execution of all activities related to the maintenance and evolution... reviewing the glossary on an annual basis This historical sketch emphasizes the great attention IT Service Management has been receiving in the Netherlands Although it is hard to find an explanation, the sub- xv 8333 Prelims (i- xviii) 20/5/02 5:40 pm Page xvi The Guide to IT Service Management Volume I ject is very much more alive in the Netherlands than in most other countries Therefore, you will find a... service team, bears responsibility for steering the entire life cycle of information provision The team thus builds a bridge between the client organization and the automation specialists An unequivocal platform is created for the client The service team functions initially as a partner of the client organization The primary contact point for the service team is the functional management The service... ICT service organizations to meet the changes in their client’s organizational structure, by recognizing the potential demands placed upon them not only to maintain the applications systems which are critical to the client’s business, but to work more closely in partnership with the client’s organization to provide a higher level of quality service in relation to applications support, evolutionary change... fell outside the scope of the book we wanted to make The other major reason for rejection was the limitation on size We think that the Guide has the right number of contributions for a first edition Depending on the way the Guide is received, we will determine the structure of the next edition For that reason all readers are invited to give their feedback to the editor in chief, preferably by e-mail: jvbon@wxs.nl... the implications of (changes in) the ICT service In the incident management process the service calls are taken and registered, and actions are set in motion to deal with them The result is also monitored Making structural analyses of the registered service calls provides insight into the desired improvement activities G Configuration management covers the processes concerned with the registration, storing . the Guide xiii 8333 Prelims (i- xviii) 20/5/02 5:40 pm Page xiii There is no point in certification if a stable situation of this kind has not been achieved of initiatives for individual-oriented certification are to be found in the Service Management field. These are the first signs that standardiza- tion is