Welcome the IT Service Management (ITSM) descriptions of Hendershott Consulting Inc. The processes and service improvement descriptions contained on this site represent my continuing readings and experience in the field of IT service management and improvement. I update these descriptions frequently on the basis of new readings and engagements in the field of IT service management. Visit often to see what's new as I try to integrate new discussions and approaches into my methodology.
Many of the current best practice expressions for ITSM are embodied in the IT Infrastructure Library (ITIL) which was developed by and continues to be championed by the CCTA (now the OGC). However, for a service improvement initiative to be sustainable within an organization, it is necessary to understand additional concepts embodied within other quality management frameworks such as CMM, CobIT, ISO. Increasingly, service management practitioners and theorists are developing mappings amongst the various approaches and frameworks and establishing integrated methodologies with utilize the best of each of them. You will find further discussions on these points by clicking the link below.