Jargon Buster

What is IT Service Management (ITSM)?

Is a discipline for managing information technology (IT) systems, centred around the customer's perspective of IT's contribution to the business. ITSM is process-focused and in this sense has ties and common interests with process improvement movement e.g. Business Process Management frameworks and methodologies

What is a Service Desk?

A Service Desk, sometimes referred to as a helpdesk, is the primary tool needed for delivering IT Service Management. The Service Desk should be an organisations central point of contact between service providers and users/customers on a day-to-day basis.

What is ITIL®?

ITIL® is the Information Technology Infrastructure Library (ITIL®) that was created by the Office of Government Commerce in the mid 1980's and is regarded the world over as the best practice framework for the development of well-managed IT systems. ITIL's® main objective is to align the business's objectives and strategy with Information Technology.

What is Business Process Management or BPM?

Business Process Management (BPM) is a methodology and set of tools that support explicit business processes, right from analysis and definition to execution, monitoring and optimisation of business processes. The BPM market has been ‘formed’ from the opinion that businesses need to be managed from a process point of view.

Metastorm BPM®

Metastorm offers market-leading software for enterprise and business architecture (EA), business process analysis (BPA) and business process management (BPM). As an integrated product portfolio, Metastorm Enterprise™ allows organisations to improve business results by better aligning strategy with execution. By combining the power of these three disciplines onto a common platform, Metastorm is helping organisations worldwide focus on the right business improvements, instill stronger governance, and accelerate time to value.

ISO/IEC 20000

Is the first international standard for IT Service Management and is the certification an organisation can receive to demonstrate they have adopted ITIL® advice in an effective manner.

IT Governance

IT Governance or ICT (Information & Communications Technology) Governance, is a set of processes & policies, affecting the way information technology (IT) systems and their performance and risk management is directed, administered or controlled.