content management system (CMS)

[1][2][3] is a computer program that allows publishingediting and modifying content as well as maintenance from a central interface. Such systems ofcontent management provide procedures to manage workflow in a collaborative environment.[4] These procedures can be manual steps or an automated cascade.

The first content management system (CMS) was announced at the end of 1990s. This CMS was designed to simplify the complex task of writing numerous versions of code and to make the website development process more flexible. CMS platforms allow users to centralize data editing, publishing and modification on a single back-end interface. CMS platforms are often used as blog software.

IT service management (ITSM or IT services) refers to the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.[1] The following represents a characteristic statement from the ITSM literature:

Providers of IT services can no longer afford to focus on technology and their internal organization[;] they now have to consider the quality of the services they provide and focus on the relationship with customers.[2]

No one author, organization, or vendor owns the term “IT service management” and the origins of the phrase are unclear.

ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQMSix Sigmabusiness process managementCMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor’s product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

ITSM is generally concerned with the “back office” or operational concerns of information technology management (sometimes known as operations architecture), and not with technology development. For example, the process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be. Many non-technology companies, such as those in the financial, retail, and travel industries, have significant information technology systems which are not exposed to customers.

In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT – although its historical roots in IT operations may limit its applicability across other major IT activities, such as IT portfolio management and software engineering.