The Relationship between CSM and ITIL

The CSM out-of-the-box content supports multiple industry-certified ITIL® processes, including:

  • Incident and Service Request Management: Incident Management is the process responsible for managing the lifecycle of all incidents. The key aim of the incident management is to restore the IT service for the user as quickly as possible. This troubleshooting process is designed on a three-stage basis, as first, second, and third level. CSM Incident Management is the process that ensures that Services are restored as quickly as possible.
  • Problem Management: Problem management is the process responsible for managing the lifecycle of all problems. Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented. CSM Problem Management is the process that ensures that the root cause of multiple Incidents is resolved as quickly as possible.
  • Change Request Management: Change management is the process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. CSM Change Management ensures that Changes are recorded, classified, scheduled, implemented, and reviewed to minimize Service disruption to the company.
  • Service Asset and Configuration Management: Service Asset and Configuration Management is the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. CSM provides a Configuration Management Database (CMDB) process to ensure that all Configuration Items are effectively managed and stored in the Configuration Management Database (CMDB).
  • Service Portfolio Management: Service portfolio management is the process responsible for managing the service portfolio. Service portfolio management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service portfolio management considers services in terms of the business value that they provide. CSM Service Portfolio Management is the process that allows organizations to create and manage a comprehensive set of Service offerings for Customers.
  • Service Management: IT service management (ITSM) refers to the implementation and management of quality IT services that meet the needs of the business. CSM ITSM helps you capitalize on the ability of your IT Department to provide quality Services that are cost-effective and meet the expectations and needs of the business, such as reducing cost of operations, improving service quality, improving user satisfaction, and improving compliance.
  • Service Level Management: Service level management is the process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, operational level agreements, and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. CSM Service Level Management is the process that ensures that Service Level Agreements (SLAs) are carried out appropriately.
  • Knowledge Management: Knowledge Management is the process responsible for sharing perspectives, ideas, experience, and information, and for ensuring that these are available in the right place and at the right time. The Knowledge Management process enables informed decisions, and improves efficiency by reducing the need to rediscover Knowledge. CSM Knowledge Management is the process that ensures that all Knowledge in your CSM Knowledge Base is efficiently gathered, approved, stored, and shared with Users and Customers. In CSM, Knowledge is stored mainly in Knowledge Articles (KAs) but can come from other Knowledge Sources as well, including Business Object records, Attachments, and Web sources (ex: Google or YouTube).
  • Release Management: Release Management is the process responsible for planning, scheduling, and controlling the build, test, and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services. CSM Release Management is the process that ensures that builds are created, tested, and deployed without affecting the stability of existing Services.
  • Project Management: An IT Project is a temporary organization, with people and other assets, that is required to achieve an objective or other outcome. Each project has a lifecycle that typically includes initiation, planning, execution, and close. CSM IT Project Management is the process that ensures that Projects are completed on time using the appropriate resources.
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