Advantages for ITSM documentation
ITSM related documention may be categorized in the following way:
- ITSM standards and specifications documents such as those produced by OGC and itSMF.
- ITSM knowldge development and management in the form of informative and analytic documents
(books, articles, ...) that educate practitioners about the value and methodology of adopting
best practices. An example is the set of downloadable documents at ITSM portal.
- ITSM gloassaries and dictionaries defining and maintaining best practices terminology, which
may be produced as stand-alone books or as appendices within books.
- Actual ICT provider organizational specifications of ITSM policies, processes, and
procedures. Preset templates can be written to enable encouraging (or enforcing) conistent
editing and publishing environments within an rganization or across related organizations.
DITA can be effectively applied to harmonize and maintain any of the above mentioned document
types. Each of the following chapters elaborates the exploration of DITA utility towards the
respective type of documentation.