DiensteVerwaltung

DiensteVerwaltung is a discipline that focuses on the planning, provisioning, operation, and governance of services within an organization. It covers both digital services such as software applications and cloud services, as well as supported services like user support and administrative processes. The aim is to ensure that services meet defined requirements for availability, performance, security, and cost efficiency across their lifecycle.

Key elements of DiensteVerwaltung include a service catalog, service portfolio management, and service level management, which define what services exist, how they evolve, and the guarantees they provide. Configuration management, change management, and incident and problem management provide the controls and response mechanisms needed to maintain service integrity. Capacity planning and continuous monitoring enable performance and demand to be tracked over time. Data from a configuration management database (CMDB) and other telemetry underpin decision making and optimization.

Processes within DiensteVerwaltung encompass provisioning and deprovisioning, service orchestration and automation, and ongoing optimization and compliance assurance. Governance is exercised through defined service owners and process owners, who coordinate across business units to align services with enterprise policies and regulatory requirements.

Tools commonly used in DiensteVerwaltung include IT service management platforms, automation and orchestration pipelines, monitoring and observability tools, and service catalog systems. The approach is related to IT service management (ITSM) and ITIL but is often applied in a broader organizational context, extending beyond IT to govern a wide range of services.

Challenges in DiensteVerwaltung include maintaining data accuracy, ensuring security and compliance, controlling costs, and aligning service delivery with evolving business priorities.