What is Incident Management

A successful IT service and asset management need to be efficient and agile to help transform from a traditional into a digital enterprise. In this chapter, the authors propose a global and practical strategic framework to improve ITSM service management processes with the additions of two drivers: agility management based on DevOps and security management based on SecOps. The proposed framework will affect all aspects of user productivity DSI oriented and implement an agile approach in the heart of the management of all these aspects. They will study a case of application of the proposed framework on a large company and the gain made on the strategic level and decision making. The authors propose to measure the maturity of the ITSM of the organization and set up their benchmark to improve IT governance through the proposed ITSM framework.