ITSM_In_Out


IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. 

ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models. ITIL® (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology (IT) service management.

ITSM audits are based on analysis of four key performance indicators in specific ways:

  • Growth and value, which involves tracking revenue growth against investment and utilization.
  • Budget adherence, which involves optimizing the use of available funds and avoiding unnecessary expenditures.
  • Risk impact, which involves identifying and evaluating the consequences of risks taken or avoided.
  • Communication effectiveness, which involves examining customer feedback and gauging customer satisfaction and awareness.

What does ITSM involve?

ITSM involves embracing set of well-defined best practices like ITIL that facilitate delivery of cost effective, quality IT services. The best practices should be adapted within an organisations environment by addressing a combination of people, process and technology issues.

How are ITSM and ITIL® related?

IT Service Management is a structured approach to IT service delivery and support. IT Service Management (ITSM) concept can be realized by adopting the ITIL® best practices framework. At the core of ITIL® framework are the two Service Management modules called “Service Delivery” and “Service Support”. ITIL framework takes a comprehensive view of ITSM and hence also includes other areas like application management, infrastructure management and security management.

Where does ITIL® fit in the organization?

The table below illustrates where ITIL® fits within an organization
No
Organization need
Solution
1
Certification based on third party assessment that the IT organization is compliant to international standard on IT Service Management.
ISO 20000
2
How to introduce ITSM in the IT organization? What are the industry best practices on ITSM?
ITIL®
3
What is to be done in my IT organization to adopt ITSM?
My organization Policy, Processes and Procedures

What is your advice about the best way to implement ITSM?

Author: Germán Taverna (All Rights Reserved by the author).
Source: Original Text (based upon first hand knowledge).
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