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IT Service Management - ITSM


IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems


IT Service Management - ITIL


ITIL (IT Infrastructure Library) is essentially a series of documents that are used to aid the implementation of a framework for IT Service Management.

ITIL provides a systematic and professional approach to the management of IT service provision.

  • Reduced costs
  • Improved IT services through the use of proven best practice processes
  • Improved customer satisfaction through a more professional approach to service delivery
  • Standards and guidance
  • Improved productivity
  • Improved use of skills and experience
  • Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements

ITIL with ISO20000


Areas of Service Management

Service Support

  • Configuration Management
  • Change Management
  • Release Management
  • Incident Management
  • Problem Management
  • Service Desk


Service Delivery

  • Availability Management
  • Service Continuity
  • Capacity Management
  • Service Level Management
  • Financial Management for IT Services


ISO/IEC 20000-1:2011

  • ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS.



Why ISO 20000?

    • Businesses that are going out to tender for their services
    • Provide a consistent approach by all service providers in a supply chain
    • Benchmark service management system
    • Basis for an independent assessment
    • Demonstrate the ability to meet customer requirements
    • Improve services

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What Adempiere Can Do?

Sales Processes

  • Raising a quotation or proposal
  • Recording orders
  • Sending the goods or performing the services
  • Invoicing the customer


Purchase Processes

  • Raising a purchase requisition from a catalogue
  • Issuing a purchase order
  • Receiving goods and services
  • Receiving supplier invoices.


Inventory Processes

  • Tracking inventory
  • Replenishing warehouses
  • Multiple warehouse sites and locators
  • Stock movements
  • Shipping


Paying Suppliers & Collecting Debts

Accounting Processes

  • Period and year end
  • Financial and management accounting
  • Charts of accounts
  • Reporting for other regulatory bodies





Advantages Of Project Management


  • Better customer relations
  • Shorter product development time
  • Lower program costs
  • Better control of projects
  • Improved quality and reliability
  • Higher profit margins
  • Better control over program security
  • Better project visibility and focus on results
  • Improves coordination among company
  • divisions doing work on the project
  • Accelerated development of managers due to breadth of project responsibilities