Information Technology Service Management (ITSM)
Please Note: Carlos has accepted a position with Forrester Research, Inc. and is no longer offering his services. You can still browse this website to learn more about him.
A Trusted ITSM Consultant
An ITSM consultant must speak all things IT - from IT Asset Management (ITAM) to Service Asset and Configuration Management (SACM) and IT Governance. They must know the role of the Configuration Management Database (CMDB) and its impact on digital transformation efforts, and they must be able to adapt to the needs of vastly different and complex environments.
IT Service Management, or ITSM for short, is essentially the strategy that an organization uses to manage their technology services & processes. ITSM encompasses other IT processes such as Change Management, Incident Management, ITAM, SACM, the CMDB, and more. ITAM manages organizational assets which are configured a certain way via SACM and the CMDB. IT Governance improves the quality and minimizes the risk of these processes. Together, these processes make up ITSM.
As a trusted industry expert and thought leader, Carlos has been an ITSM practitioner, speaker, and consultant for nearly two decades. He is a known and trusted ITSM expert in multiple countries, and is often a pillar of knowledge upon which complex, high-quality digital transformation initiatives were built.
Having written the book on CMDB, The CMDB Imperative: How to Realize the Dream and Avoid the Nightmares, the industry still regards Carlos’s teachings as the leading resource for proper implementation of some of the processes that make up ITSM. In addition to his prestigious reputation as an international IT expert, Carlos also understands that every environment is different, so his approach is always personalized to meet the needs of the organization.