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.
Typically ITSM is not concerned with technology development. Instead, focuses on back office or operational issues, which might also be referred to as operations architecture. In this sense, ITSM might be considered analogous to ERP or enterprise resource planning for IT.
Although ITSM is related to MIS, it has a distinct point of view and is thought to be more introspective rather than academic and outward facing. In other words, it involves thinking about IT delivery to a business rather than considering the information needs for a business. There are many different authors and frameworks contributed to the overall discipline. Likewise, there are many proprietary methods available.
This largely exists for alignment of delivery when it comes to IT services needed by an enterprise. There is also emphasis placed on benefits to customers. This includes a paradigm change from the act of managing IT as various components to concentrating on delivery of services through various models of process.
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.
Typically ITSM is not concerned with technology development. Instead, focuses on back office or operational issues, which might also be referred to as operations architecture. In this sense, ITSM might be considered analogous to ERP or enterprise resource planning for IT.
Although ITSM is related to MIS, it has a distinct point of view and is thought to be more introspective rather than academic and outward facing. In other words, it involves thinking about IT delivery to a business rather than considering the information needs for a business. There are many different authors and frameworks contributed to the overall discipline. Likewise, there are many proprietary methods available.
This largely exists for alignment of delivery when it comes to IT services needed by an enterprise. There is also emphasis placed on benefits to customers. This includes a paradigm change from the act of managing IT as various components to concentrating on delivery of services through various models of process.
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.
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