Service Management & ITIL

Service Management

Service management is how we encompass the activities involved in planning, designing, transitioning, delivering, and continually improving our IS operations, forming an integral part of IS governance, with an aim of value creation.

ISO considers the ITIL 4 framework a key reference model in providing our IS services under various ITIL 4 practices domains and in organizing our IS resources that meet the demand of stakeholders:


General management practices

  • Architecture management
  • Supplier management


Service management practices

  • Availability management

  • Capacity and Performance management

  • Incident management

  • IT asset management 

  • Monitoring and Event management

  • Problem management 

  • Service desk


Technical management practices

  • Deployment management 

  • Infrastructure and platform management