The ISM Method, first published in 2010, describes clearly the need for a compact process model to support the professional IT service delivery. The ISM model applies the lessons learned from ITIL by reducing the amount of processes and translates them in a complete and compact model.


The focus of ISM is on result, service delivery, and therefore the model must be simple and applicable. Only applicable knowledge is useful.

Service management is considered to be the profession that it organizes the way in which IT departments work. Therefore the ISM Method aligns all resources, People, Processes and Products, that are necessary to realize operational excellence in a process oriented way.


Organizational change is the cornerstone / backbone of the ISM Method. How to become an excellent service delivery organization. Leadership, clear distinction of roles, and especially a phased and structured approach to increase service excellence with a fundamental role of IT Management.

Other important elements are:
• Clear distinction of the position of Technical Management (the area of ISM®) and Information Management (the area of FSM®)
• The relation between People, Process and Product, the organizational resources
• The relation between process management and line management
• The ISM process model and the relation between the processes
• The fundamental role of the 6 basis processes, covering all activities on a tactical and operational level
• The emphasis on a phased implementation, introducing processes is changing the way of working – phase I the installation of all the People, Process and Product resources – phase II implementation wherein an organization learns to work with the processes and to continually improve
• Clear distinction between processes and functions
• The usage of clear definitions – more than 600 terms easily explained

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