We have created an FAQ page of the most frequently asked questions and given our answers here on the page. 

Should you have any questions that you cannot find the answer to here, please feel free to ask contact us here.

Employee Jacob sits at the computer


Configuration Management Database, abbreviated CMDB, is an important discipline in the ITIIL field. The CMDB is a database that aims to provide a comprehensive overview of all the organization's IT configurations and the relationships between them.

With a CMDB, it is possible to visualize how applications, servers and databases interact and the relationships between them. 

A Service Desk is an IT support function that is within the IT Service Management area and is the fundamental role in relation to the provision of good service. In the Service Desk, customers can contact the IT support department regarding a problem or a task via the customer portal, e-mail, chat or phone.

The Service Desk gathers all inquiries and inquiries and handles Incidents and Service Requests in a unified system. This provides a meaningful insight into various reports and how the various cases are classified. 

The Service Level Agreement (SLA) is an agreement between the Service Provider and the customer. An SLA gives both the customer and the service provider an idea of the future cooperation and the purpose of the agreement is to ensure that both parties are comfortable with the cooperation.

A Service Provider is the service provider, which can either be external or internal. They are the ones who deliver a service or a performance. Within the IT world, the IT department can be seen as a Service Provider and the other departments or units as the customer. 

Enterprise Service Management (ESM), or Shared Service Center, covers bringing together the various services across the organization. A well-functioning ESM system enables you to automate workflows, integrate systems and improve employee productivity in the departments.

Incident Management is a process within the ITIL area that aims to minimize the negative impact of unexpected events. At the same time, the process purpose, to prioritize and categorize incidents. By distinguishing, categorizing and prioritizing between Incidents and other cases, you can get a thorough overview of the cases, types and solutions. 

An Incident is usually an unplanned interruption of a service, such as a printer that won't print or a computer that won't turn on. It can also be a deterioration in the quality of a service. 

IT Asset Management is about effective management, planning and handling of the organisation's IT assets (also called IT Assets). IT Asset Management aims to provide a reliable lifecycle account of all IT assets to help the organization maximize value, control costs and manage risk.

Here you can see all the units and life cycle of the IT assets. Thus, these are versatile components that provide value for your level, such as software, licenses, mobile devices, etc. All these components that have value for the organization. 

ITSM is the abbreviation for IT Service Management and covers the systems and processes (ITIL) an organization uses to deliver effective IT services. The benefit is a more efficient everyday life and problem solving for the benefit of users and customers. 

Read more about IT Service Management here:

ITIL is the abbreviation for Information Technology Infrastructure Library. It is a set of best practice methods for the delivery of IT services and processes to companies and organisations. 

A set of special ways to deliver value to customers in a form of service. Service is the way organizations create value for themselves and their customers. Almost all services today operate within IT, which means that it is a good business value to create, expand and improve their IT Service Management area. 

Stakeholders are stakeholders and refer to the persons, groups or organizations that have an interest in a particular company or organisation. Within the ITIL area, the internal stakeholders are categorized as employees and management, and the external stakeholders are e.g. customers, suppliers and the public.

Let us help you

Book a meeting directly in our calendar. 

We are always ready for a non-binding chat and sparring about your needs and thoughts about IT & Enterprise Service Management. 

Let us help you

Book a meeting directly in our calendar. We are always ready for a non-binding chat and sparring about your business needs and thoughts about ITSM. 

Peter Long