Information technology, or IT, plays a major role in the operation of many businesses today. This term refers to application of computers and telecommunications equipment in order to manipulate, transmit, store and retrieve data. IT service management, or ITSM, refers to implementation and management of IT services. A company that offers ITSM services may provide the right solutions to help a business run effectively.
This practice is associated with the process-improvement methodologies and frameworks, such as: Six Sigma, CMMI and TQM. It is implemented to provide a framework in order to structure information technology-related tasks and interactions of IT technical staff with business users and customers. In a broader respect, this type of process overlaps with business service management and IT portfolio management. This is especially true when it comes to financial control and IT planning.
Usually ITSM does not deal with technology development. However, it is focused on operational issues or back office, which may also be known as operations architecture. In this respect, it is often thought to be analogous to enterprise resource planning, ERP, for IT.
ITSM is known for its similarity to management information systems, but it has a different viewpoint. It is considered introspective rather than facing outward and being more academic like MIS. Essentially, it involves IT considering IT delivery to a business and not the information that a business needs. There are multiple frameworks and authors that contribute to this discipline. Furthermore, numerous proprietary approaches can be taken.
Essentially, this exists with the intent to align delivery of IT services with the needs existing amongst an enterprise, with emphasis on benefits to the customers. It involves a paradigm change from managing IT as sets of components to focusing in on delivery of end services using various process models.
There are multiple indicators used for analysis purposes during ITSM audits. Growth and value are checked. This involves tracking the revenue growth against utilization and investment. Budget adherence is an important indicator, as is risk impact. There is also communication effectiveness that relates to assessment of customer awareness, satisfaction and feedback.
This practice is associated with the process-improvement methodologies and frameworks, such as: Six Sigma, CMMI and TQM. It is implemented to provide a framework in order to structure information technology-related tasks and interactions of IT technical staff with business users and customers. In a broader respect, this type of process overlaps with business service management and IT portfolio management. This is especially true when it comes to financial control and IT planning.
Usually ITSM does not deal with technology development. However, it is focused on operational issues or back office, which may also be known as operations architecture. In this respect, it is often thought to be analogous to enterprise resource planning, ERP, for IT.
ITSM is known for its similarity to management information systems, but it has a different viewpoint. It is considered introspective rather than facing outward and being more academic like MIS. Essentially, it involves IT considering IT delivery to a business and not the information that a business needs. There are multiple frameworks and authors that contribute to this discipline. Furthermore, numerous proprietary approaches can be taken.
Essentially, this exists with the intent to align delivery of IT services with the needs existing amongst an enterprise, with emphasis on benefits to the customers. It involves a paradigm change from managing IT as sets of components to focusing in on delivery of end services using various process models.
There are multiple indicators used for analysis purposes during ITSM audits. Growth and value are checked. This involves tracking the revenue growth against utilization and investment. Budget adherence is an important indicator, as is risk impact. There is also communication effectiveness that relates to assessment of customer awareness, satisfaction and feedback.
