Information Technology Service Management
ITSM
(Information Technology Service
Management)
ITSM or Information Technology Service Management refers to
all managerial aspects of IT businesses. It include models for IT Planning,
Support, Delivery, Security and Infrastructure, and other provisions for better
customer service.
Customer satisfaction and business goals are at the core of ITSM
success. The particulars laid under ITSM cover issues and expectations within
organizations and meeting IT management deliverables.
All aspects of ITSM are process-based and tie common interests with various improvement methodologies and frameworks. The study is not related to the use of particular IT management products but focuses on delivering frameworks that make IT elated interactions and activities better oriented with the business goals and customer demands. In many cases, ITSM overlaps itself with IT portfolio management practices and business service management. One should understand that this is a complete “back office” managerial activity and is also referred to as operations architecture. Many experts suggest ITSM to be analogous to ERP (Enterprise Resource Planning).
History of ITSM
The first use of ITSM methodologies can be drawn back to when IT businesses used vast mainframe environments. The technology got refined over the years and the functions attained high maturity levels. Some of the best examples of ITSM methods are change management, capacity planning, configuration management, disaster recovery, performance management, availability management and many others. The main difference between the old mainframe environments and today’s ITSM practices is that mainframes had a typically centralized system. However, ITSM can be applied to both centralized and distributed systems. Further mainframe technology was largely technology based and available as stand-alone practices, ITSM focuses on varied integrated services to satisfy business goals. ITSM does focus on better management of technology but it more necessarily addresses the importance of aligning different IT services with business needs.
The first use of ITSM methodologies can be drawn back to when IT businesses used vast mainframe environments. The technology got refined over the years and the functions attained high maturity levels. Some of the best examples of ITSM methods are change management, capacity planning, configuration management, disaster recovery, performance management, availability management and many others. The main difference between the old mainframe environments and today’s ITSM practices is that mainframes had a typically centralized system. However, ITSM can be applied to both centralized and distributed systems. Further mainframe technology was largely technology based and available as stand-alone practices, ITSM focuses on varied integrated services to satisfy business goals. ITSM does focus on better management of technology but it more necessarily addresses the importance of aligning different IT services with business needs.
What is ITSM based on?
ITSM is highly related to the ITIL (Information Technology Infrastructure Library). ITIL is the official publication of the United Kingdom Cabinet Office, wherein it covers many related topics as distinct disciplines. The latest version of ITIL is its 2011 version which is a revision of the ITIL version 3 published in 2007. ITIL groups IT business processes into five categories including service design, service strategy, service operation, service transition and lastly CSI (continual service improvement).
ITSM General Framework
While ITIL rings forth the necessary documents for better
management decisions, ITSM helps with tools that enable deployment of the
guidelines to unique business needs. The basic ITSM methodology constitutes:
IT Service Support
·
Change
management – Standardized methods for effective management of business changes
·
Configuration
management – Logical and physical aspects of IT infrastructure plus other IT services
·
Incident
Management – Day to day functioning / controls that helps restore acceptable
norms of IT practices
·
Release
Management – Verification, testing and simultaneous release of IT environment
changes
·
Problem
Management – Diagnosis of incidents to proactively manage and eliminate errors
·
Service
Desk – Facilitates a central interaction platform for the business and
customers
IT Service Delivery
·
Availability Management: Optimization of IT
infrastructure, support and services for sustained level of efficiency and
minimal service outage
·
Capacity Management: Enabling organizations
with tactical management practices and strategic planning
·
IT Service Continuity: Managing
organizational capabilities for providing necessary inputs in cases of
interruptions
·
Service Level Management: Improving and
maintaining high service levels
·
Financial Management: Cost management and
ensuring enough resources to meet organizational needs
·
The main aims of the ITSM principles are to:
1.
Determine current IT infrastructure, services
and processes
2.
Come up with futuristic IT management
practices
3.
Design a roadmap to elevate the
business from “current state” to “desired state”
4.
Formulate steps for the roadmap
ITSM Implementation Framework
The ITSM Implementation framework follows a five step
model that includes:
·
Assessment: Determining the current state of
business IT infrastructure and coming up with desired metrics for improvement
·
Design: Coming up with a mature design
·
Planning: Develop plans that will structure
the business evolution
·
Implementation: Deploying the new framework
to achieve future growth
·
Support: Maintenance, management and
improvement of IT plans across the whole enterprise
The important “perspectives” within this framework
include:
·
People: Quality and quantity of expertise
·
Process: Organization specific IT practices,
guidelines and procedures
·
Technology: Physical and logical technology
infrastructure that includes hardware, software, applications, DBMS,
communication networks and others
·
Organization: External and internal factors
affecting IT. It includes understanding of “corporate culture”, organizational
interface and organization direction
·
Integration: Integrating future plans in a
business model and determining what and how services are provided and what
would be the best implementation practices
What is ITSM
Certification?
The ITSM Certification is
governed by STQC, RCB (Registered Certifying Organization), ISO/IEC 20000-1.
This standard is based upon the ITIL framework enabling the best practice
guidelines that ensure the best alignment of IT services with the overall
business process. Professionals with the ITSM Certification are trained with IT
practices that help deliver appropriate business solutions over a wide variety
of requirements.
ITSM
Processes in ITIL
ITIL – the most popular ITSM
best practice framework – is split across 5 core books. Each of these books
relates to a different part of what ITIL calls the “service lifecycle”:
- Service
strategy – as the name suggests, it’s the planning
and getting ready that the service provider must do to deliver services
that meet business needs.
- Service
design – it’s the design of everything required
to deliver a service, from the service through to management.
- Service
transition – this covers introducing, changing, and
retiring services.
- Service
operation – it’s where the service desk, and its
activities, sits.
- Continual
service improvement – which is all about
improvement, whether that be keeping up with changing business needs or
optimizing operational activities.
The process of managing IT
issues (or incident
management in
ITIL terms) is just one of the processes in one of these stages – Service
Operation.
Some of the other common ITIL
processes are:
- Request Fulfilment
- Problem Management
- Change Management
- Release and Deployment Management
- Asset and Configuration Management
- Availability
Management
- Capacity
Management
ITSM vs
ITIL
Understanding the difference
between ITSM and ITIL is important. ITIL is the most commonly used ITSM
framework, but it’s just one of the ways of doing ITSM.
As Stephen puts it – "The easiest way to describe the difference is to think of goldfish and fish per se: a goldfish is a fish but not all fish are goldfish. So ITIL is ITSM but not all ITSM is ITIL."
Thus a company might be using ITSM but not using ITIL. They might be using no recognized ITSM framework or standard; or they might be using:
As Stephen puts it – "The easiest way to describe the difference is to think of goldfish and fish per se: a goldfish is a fish but not all fish are goldfish. So ITIL is ITSM but not all ITSM is ITIL."
Thus a company might be using ITSM but not using ITIL. They might be using no recognized ITSM framework or standard; or they might be using:
- COBIT –
a framework for the governance and management of enterprise IT
- ISO
20000 –
the international standard for service management
- MOF –
Microsoft Operations Framework is a series of guides for creating,
implementing, and managing efficient and cost-effective IT services
- USMBOK –
the Universal Service Management Body of Knowledge is a “companion piece”
that supplements existing ITSM resources such as ITIL on both strategic
and operational levels
Of course they could be using
multiple frameworks or standards such as COBIT plus ITIL.
Fource based from :
https://www.simplilearn.com/itsm-general-framework-and-implementation-rar291-article
file:///D:/Buku%20-%20ITServiceManagement.pdf
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