ITIL v3 has not made it any easier to bridge the gap between theoretical frameworks and practical applications. Bureau Hoving & Van Bon (BHVB) have developed the Integrated Service Management process model (ISM), reducing ITIL to six basic processes. TOPdesk strongly identifies with this practical approach and clear processes, and has been working with BHVB for years. Our long-standing collaboration has resulted in the TOPdesk ISM module.
The ISM process model
The ISM process model is developed using elements from ITIL, ASL and similar processes. This compact and simple model comprises six detailed processes common to IT organizations.
Process and practice
The TOPdesk ISM module is a solution provided by BHVB, Mavim and TOPdesk. The ISM process model is available in Rules, Mavim’s process management software. These process descriptions are directly linked to the corresponding TOPdesk modules. This enables you to click through from TOPdesk modules to the relevant process descriptions, and vice versa. This makes it easy to attune your department’s working methods to ISM processes. This out-of-the-box solution is available for organizations with no more than 15 IT managers.
Adjusted to meet your organization’s needs
The ISM process model defines how processes are linked. It is important to know who is responsible for certain activities. That is why you can adjust the process descriptions to suit the procedures used within your organization. It is also possible to include templates, definitions and work instructions.
Support your organization with ISM
In traditional ITL projects, a lot of time and money is spent describing processes and setting up applications like TOPdesk. ISM focuses on the phase after the implementation, helping your employees to put the processes into practice. This offers the following benefits:
- Quick implementations thanks to the combination of standardized software and predefined process designs
- Complete and detailed process descriptions
- Access to descriptions via TOPdesk or your intranet
- Easy document access and management
- Central registration of tasks and persons responsible
- Facilitate the exchange of information between colleagues
This module is available in the following packages:
Visitors who were interested in TOPdesk and ISM also viewed
TOPdesk and ISM
You can include links to process descriptions in TOPdesk with the Event Management module. This helps users gain insight into functionalities and the ‘why’ behind process procedures. The ISM framework comprises the following components:
- A straightforward universal process model
- Access to the process module, the service management application, documents and templates
- A clear link between process activities and positions or roles
Many organizations employ a TOPdesk consultant to set up the TOPdesk application according to ISM and to train their employees in how to put ISM processes into practice.