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Customers expect increasingly valuable IT services, services that are flexible, reliable, secure, and efficient. Services that optimally support their users in their work. At the same time, IT organizations are struggling with rapidly changing applications and techniques, increasing compliance requirements, suppliers, and a shortage of employees.

ITSM methods such as ITIL, DevOps, XLA, IT4IT, and SIAM are valuable and provide many insights and guidelines, but due to their complexity and size, they are almost never successfully applied.

The road to go is a result-oriented applicable method that is compact and complete, and maximally supports the entire IT organization in creating valuable IT services. A method that is both manageable and executable.

ISM Version 5 (Integrated Service Management) uses just seven processes to organize the supply chain from customer to suppliers, and from strategy to operations. It supports the professionals with compact, recognizable, and applicable frameworks and supports the managers with result-oriented and clear control. The holistic design guarantees the coherence in the method across the entire service delivery chain.

In ISM Version 5, the most important ITSM developments of recent years such as customer value, experience management, agile, and OBM are integrated into one single solution that is exceptionally applicable due to its compactness, and extremely efficient due to its completeness.

With ISM Version 5, every IT organization is offered a clear perspective that can be adopted at its own pace.

This book is primarily aimed at all managers and professionals in the IT organization who want insight into the possibilities of result-oriented IT Service Management. In addition to the ISM foundation training, it also forms the basis for the ISM foundation exam.

ISM, smart co-creation of customer value.