Overview of IT Service Management (ITSM)

In the security context, the ability to quickly identify and respond to threats is critical to reducing the risk of exposing valuable data and confidential information. However, in the day-to-day running of any large-scale IT environment, security isn't the only concern. Demands from the business result in high-priority requests for modifications or new technology implementations. The IT department is usually made up of many different roles, which each have a part to play in the implementation and ongoing management of multiple complex systems, and, without their assistance, the security team will struggle to respond to threats at the speed required to prevent a major impact.

So, how then do we ensure everyone is made aware of requests and issues, and can quickly and effectively respond? The role of a service management platform is primarily to log, track, and communicate the coordination of efforts required by each of the solution areas...