What is IT Service Management?

IT Service Management (ITSM) is a process-based practice that aligns the delivery of IT services with the needs of the business or mission, emphasizing benefits to customers and delivery of best value.  ITSM focuses on the use of industry best practice frameworks such as:

Information Technology Infrastructure Library (ITIL®) -- The most widely deployed approach to ITSM in the world, ITIL offers guidance on the provision of quality IT services and on the processes, functions and other capabilities needed to support them.   

Control Objectives for Information and Related Technology (COBIT) -- An IT governance framework that establishes links between business and IT goals, provides metrics to validate their achievement, and identifies the responsibilities of business and IT process owners.  

Capability Maturity Model Integration (CMMI) -- A process improvement methodology used to review processes, grading them on a common scale and then making process changes to improve effectiveness and efficiency in meeting business objectives.    

PMI’s Project Management Body of Knowledge (PMBOK) -- Documents and standardizes generally accepted project management information and practices recognized by the American National Standards Institute (ANSI) and the Institute of Electrical and Electronics Engineers.

ISO/IEC 20000 -- A foundational standard for ITSM and includes the design, transition, delivery and improvement of services to fulfill service requirements and provide value for both the customer and the service provider.

ISO/IEC 27001 – An international standard that defines the requirements for implementing and maintaining an information security management system (ISMS), helping to ensure the security of information throughout the enterprise.

IT Service Management (ITSM) 

Telos Assures You of Quality in IT Service Delivery

  • Experienced professionals in DoD and federal ITSM planning, deployment, and management

  • Lower costs, improved support, greater user satisfaction with IT services

  • Improved mission assurance for your organization
Telos Corporation offers IT Service Management (ITSM) solutions and capabilities for DoD and federal agencies that can help transform your organization from needing the support of IT to wanting the support of IT. 

We’ve brought this vitalizing level of support to NORAD, USNORTHCOM, the 561st Network Operations Squadron and other organizations, providing them an array of service management processes and federal ITSM consulting in order to align their IT services with their mission-critical requirements.

Telos puts great emphasis on quality assurance.  Our ISO 9001-2000 quality management system is integrated into all operations and assists in measuring quality performance to help ensure contract compliance. 

Telos leverages IT Service Management frameworks such as ITIL®, COBIT, CMMI, PMI, and other industry best practices for identifying, planning, delivering and supporting IT services to our customers.  These assure excellence and eliminate risks in ITSM to support the accomplishment of your mission.

ITSM Diagram 2013

Telos’ certified, experienced professionals use an array of frameworks to provide complete DoD and federal IT Service Management solutions so you can be confident in the quality of services offered and value delivered to your customers.

Team Telos has requisite knowledge and first-hand experience gained from highly successful ITIL implementations for a variety of customers. We offer a large roster of expert ITIL Practitioners and Experts with practical experience using the processes and tools needed to support federal ITSM implementations.  The Telos Customer Support Center (TCSC) -- our 24x7x365 service desk -- uses an ITIL-based approach for service management and delivery.  The TCSC has been in continuous service for more than 20 years.