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What Is It Service Management? – Framework And Its Implementation

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By Author: Charles Wilson
Total Articles: 32
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The purpose behind the IT Service management (ITSM) process is it to align an organization's service offering with its IT strategy. It is an essential part of every Service Management System (SMS) and compulsory in some way by each IT Service Management (ITSM) framework, but has been less formally researched than more operations-oriented and structured processes like Incident Management.
All Characteristics of ISO 20000 IT Service management (ITSM) are process-based and bind common interests with different improvement methodologies and frameworks.
ITSM intersects itself with IT portfolio management practices and business service management. Many experts suggest ITSM to be comparable to ERP (Enterprise Resource Planning).

ISO 20000 IT Service Management General Framework

For better management decisions, ITSM helps with tools that enable operation of the guidelines to unique business needs. The basic IT Service Management methodology establishes:
IT Service Support
•Change management – Systematic methods for effective management of business changes
•Configuration management – Logical and physical characteristics of IT infrastructure plus other IT services
•Incident Management – Day to day functioning that helps restore acceptable norms of IT practices
•Release Management – Verification, testing and concurrent release of IT environment changes
•Problem Management – Recognition of incidents to proactively manage and eliminate errors
•Service Desk – with Facility of a central interaction platform for the business and customers

IT Service Delivery
1.Availability Management: Optimization of IT infrastructure, support and services for assisted level of efficiency and minimal service outage
2.Capacity Management: Enabling organizations with strategic management practices and planning
3.IT Service Continuity: Managing organizational abilities for providing necessary inputs in cases of interruptions
4.Service Level Management: To improve and maintain high service levels
5.Financial Management: Cost management and ensuring enough resources to fulfil organizational needs

The main goals of the IT Service Management principles are to:
•To regulate current IT infrastructure, services and processes
•arise with futuristic IT management practices
•Design a roadmap to raise the business from “current state” to “desired state”
•Formulate steps for the roadmap

ISO 20000 IT Service Management Implementation Framework
The ITSM Implementation framework follows a 5 step model includes:
•Assessment: Deciding the current state of business IT infrastructure and coming up with desired metrics for improvement
•Design: upcoming version with a mature design
•Planning: Develop plans that will structure the business development
•Implementation: Utilizing the new framework to achieve future growth
•Support: Maintenance, management and improvement of IT plans beyond the whole enterprise
The Important “perspectives” within this framework include:
•People: Specified constraints use for expertise such as Quality and quantity
•Process: Organization specific IT practices and procedures
•Technology: Technology residing Physical and logical infrastructure that includes hardware, software, applications, DBMS, communication networks and others
•Organization: External and internal factors affecting IT. It includes understanding of “corporate culture”.
•Integration: Integrating with future plans in a business model and determining what and how services are provided.

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