Created by : Somya Goswami
Posted on : 10 Nov, 2020, 05:02:35 AM
ITSM is an acronym for Information technology service management, which refers to a combination of activities that are performed by an organization to design, plan, deliver, operate, and control customer-oriented IT services. In simple words, how you manage information systems that bring value to your customers.
In this ITSM article, we will cover points:
The ITSM process helps in managing IT services. Organizations need to supervise the service’s capabilities, changes, performance, and problems. ITSM Process typically includes five stages, all based on the ITIL framework.
The stage marks the foundation of an organization’s ITSM process building. It involves carefully defining services, strategic planning, and then recognizing and developing the required resources to keep processes moving. It includes the following aspects:
Assessing the organization’s market, offering, and competition, and developing a strategy for IT services.
Service Portfolio Management
Managing the service catalog to ensure it has the right IT services, within the defined level of investment, to cater to customers.
Managing the organization’s budget, accounts, and bills
Demand and Capacity Management
Understanding the demand for the defined IT services, and ensuring that the organization can meet customers’ demands and needs
Business Relationship Management
Identifying the customers’ needs, ensuring that the right services are created to meet the requirements hence, maintain a positive relationship with end-users.
The stage’s main aim is planning and designing the IT services the organization offers to meet business demands. It has various elements of IT service design.
Managing designs to ensure that newly designed IT services are effective
Service Catalog Management
Creating and maintaining a service catalog that provides all information about the organization’s IT offering
Identifying potential risks caused by IT services processes
Service Level Management
Helps in improving and maintaining the level of service to your clients, It helps to meet the SLA (service level agreement).
Analyzing the capacity of the offered IT services and ensuring that they suffice to meet the expected service level targets
Managing all aspects of the availability of IT service
IT Service Continuity Management
Managing risks to ensure that at least the minimally agreed service levels are met, so, that’s there no disruption to continuity.
Maintaining data securing, while protecting the confidentiality and integrity of the organization
Ensuring IT services complying with legal policies
Building the future of the organization’s technological landscape based on the latest technology available in the market
Managing the supplier’s contracts to ensure the fulfillment of contractual commitments
Once the design of the IT service is finalized, it is time to develop and test them to ensure that the process flows. This calls for Change management, evaluation, and risk management.
Controlling the changes within the IT life cycle, including operational, strategic, or tactical changes
Planning and managing major release activities
Developing a common sharing IT space within the organization
Service Asset Management
Maintaining IT assets that are required to offer IT services
Release and Deployment Management
Planning, scheduling, and controlling the deployment of various releases to ensure minimal disruption to IT services
This phase deals with the implementation of the tried and tested new or modified designs in a real situation.
Ensuring that all IT incidents are resolved at the earliest
Managing and minimizing the impact of IT incidents that led to the problem
Managing the IT infrastructure with the best technical expertise and support
The implementation of IT processes should not be the final stage for any organization. There should always be room for improvement as new issues can pop up anytime.
IT Service Review
Reviewing offered services to identify any scope for identification.
Monitoring and evaluating processes to maintain the desired benchmark
CSI Initiatives Management
Defining and monitoring CSI initiatives to ensure proper implementation of CSI activities.
As mentioned above, ITSM stands for IT service management, it’s about how an organization manages IT services for customers. ITSM refers to all the activities involved in this process, which are creating, implementing, and controlling.
ITIL stands for the IT infrastructure library. It is best known as a framework for ITSM practices. These processes are not organization-specific. Instead, they are integrated with the organization’s strategy.
In short, ITSM defines “what”, while ITIL defines “how”.
There are simple steps to implement ITSM processes and workflows. Read on:
An ITSM tool is a software service, widely used to deliver IT services. It can be standalone software or a suite of applications, consisting of multiple apps to focus on various functions. It also helps in performing roles like incident management, handling service management, problem, and change management.
Here are some famous ITSM services frameworks:
COBIT (Control objectives for information and related technologies): An IT governance framework, which specifies control objectives, metrics, and maturity models.
Business Process Framework (eTOM): A process-related framework for telecommunications service and provider.
FitSm: It is a standard for lightweight service management.
Six Sigma: This framework helps you to focus on your core objectives, collecting data and analyzing.
MOF (Microsoft operations framework): It is a series of guidance for creating, implementing, and managing cost-effective IT services.
TOGAF: It is made and managed by an open group as a method to provide businesses with a structure for implementing the technology.
ITSM stands at the center of empowering organizations. With the rise of technological advancements and reliance on software-powered service accelerates; IT service teams are enabling themselves across the organization to deliver value. It’s time to embrace ITSM approaches that emphasizes collaboration, user-friendly and quick value delivery. To learn more about ITSM, visit our ITSM Certification Courses Catalog.