Enterprise service management (ESM) uses IT service management (ITSM) practices to improve the performance and outcomes of business functions. ESM is conceptually very similar to ITSM but essentially applies the tenets of ITSM across an entire enterprise to improve a business’s service delivery holistically, from employee onboarding in HR to document reviews in the legal department and beyond.
When a client encounters an IT issue and submits a ticket, the moment from when the ticket is submitted to when the issue is fixed and the ticket is resolved is called the resolution time. Of course, the shorter the resolution time, the better for both the client and the IT team working on the ticket.
"First to mind when asked what 'the cloud' is, a majority respond it’s either an actual cloud, the sky, or something related to weather." So says a cloud management platform survey from 2012.
ITSM tools facilitate and support the processes associated with IT service management (ITSM). ITSM refers to anything an IT team does, end-to-end, to deliver their services, and an ITSM tool is anything that enables high-quality ITSM operations, such as ticket processing workflows or onboarding automation.
XaaS stands for “Everything-as-a-Service” or “Anything-as-a-Service,” and is a general term that refers to delivering anything as a service. XaaS encompasses many cloud-based services, including Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS), and Infrastructure-as-a-Service (IaaS). It seeks to eliminate these distinctions and focus more on how all services can be offered over the internet.
Software-as-a-Service (SaaS) is a cloud-based model that provides the option for IT organizations to bypass the hosting or managing of their own systems. Instead, they can rely on the cloud to help them execute important initiatives for customers.
IT operations (ITOps) is the general terms for processes, procedures, and services managed by an organization’s IT department. This includes tech management, incident management, facilities management, quality assurance, and more, all to support internal and external clients. IT operations management (ITOM) deals with ITOps administrative and infrastructural processes and support.
The definition of asset management can vary by industry, but in the IT realm, it refers to making sure that the valuable IT assets in an organization are being tracked and used. An IT asset can be physical hardware, intangible software, or valuable information. IT assets can’t be used indefinitely, so keeping track of these assets and where they’re at in their lifecycle is important for all organizations.
While risk management is all about minimizing threats to a business or organization, incident management is all about how to deal with the incidents once they occur. An incident is anything that immediately disrupts services, like an outage or broken feature, and needs to be dealt with by an IT professional.
Started in 1995, the Open Group Architecture Framework (TOGAF) is an enterprise architecture framework based primarily on a US Department of Defense framework. The Open Group has around 600 members, including Amazon, Microsoft, and Nissan Motors. TOGAF typically describes the building blocks and tools needed for four main enterprise pillars: Business, Application, Data, and Technology.
