IT Service Management (ITSM) is a way of managing large scale technology systems by centering the management decisions around the customer's perspective of the contribution of IT and related systems to the actual business. It essentially is a framework that is used for the interaction of IT and business users.
To truly understand ITSM, you must have a general understanding of the Information Technology Library (ITIL). These two disciplines are often talked about as being synonymous but this is incorrect. IT Service Management is actually a discipline that is a component of the ITIL
The Information Technology Infrastructure Library (ITIL)
ITIL stands for the IT Infrastructure Library, published by the Office of Government Commerce in Great Britain. It focuses on IT services and is considered a source of industry-standard best practices that provide a common ground for the different components within a business to discuss service management. It is presented as a series of published books that each cover a core essential area of IT Management. The framework presented tells an organization what should be done and then it is up to the organization to figure out how to do it.
The discipline of IT Service Management within the ITIL is broken out into two separate volumes, Service Support and Service Delivery.
Service Management Within the ITIL Framework
The Service Support Discipline deals with the user of the actual services and is centered on the need of the user to have appropriate access to the services that are needed for them to support their needed business function. The user's point of contact is the organization's Service Desk (or Help Desk), which is responsible for five different types of management to bring the issue to resolution.
The Service Delivery Discipline is concerned with proactively reviewing the services that business users require of IT to ensure that adequate support is constantly provided to users.
Service Delivery is commonly outlined within Service Level Agreements (SLAs). Service Level Management seeks to ensure that these documents are put together with input from Information Technology as well as the business users.
Service Delivery exists to ensure that agreed upon IT services are available and that the quality of service meets agreed upon standards. Service Delivery also can be responsible for putting together and maintaining a Service Catalogue and IT Service Continuity Plans that would be invoked should a disaster strike.
itSMF
The IT Service Management Forum (itSMF) is an international independent organization setup to influence the IT Service Management industry. The organization was setup in 1991 in the United Kingdom.
IT Service Management (ITSM) is a way of managing large scale technology systems by centering the management decisions around the customer's perspective of the contribution of IT and related systems to the actual business. It essentially is a framework that is used for the interaction of IT and business users.
To truly understand ITSM, you must have a general understanding of the Information Technology Library (ITIL). These two disciplines are often talked about as being synonymous but this is incorrect. IT Service Management is actually a discipline that is a component of the ITIL
The Information Technology Infrastructure Library (ITIL)
ITIL stands for the IT Infrastructure Library, published by the Office of Government Commerce in Great Britain. It focuses on IT services and is considered a source of industry-standard best practices that provide a common ground for the different components within a business to discuss service management. It is presented as a series of published books that each cover a core essential area of IT Management. The framework presented tells an organization what should be done and then it is up to the organization to figure out how to do it.
The discipline of IT Service Management within the ITIL is broken out into two separate volumes, Service Support and Service Delivery.
Service Management Within the ITIL Framework
The Service Support Discipline deals with the user of the actual services and is centered on the need of the user to have appropriate access to the services that are needed for them to support their needed business function. The user's point of contact is the organization's Service Desk (or Help Desk), which is responsible for five different types of management to bring the issue to resolution.
• Incident Management
• Problem Management
• Change Management
• Release Management
• Configuration Management
Service Delivery Within the ITIL Framework
The Service Delivery Discipline is concerned with proactively reviewing the services that business users require of IT to ensure that adequate support is constantly provided to users.
Service Delivery is commonly outlined within Service Level Agreements (SLAs). Service Level Management seeks to ensure that these documents are put together with input from Information Technology as well as the business users.
Service Delivery exists to ensure that agreed upon IT services are available and that the quality of service meets agreed upon standards. Service Delivery also can be responsible for putting together and maintaining a Service Catalogue and IT Service Continuity Plans that would be invoked should a disaster strike.
itSMF
The IT Service Management Forum (itSMF) is an international independent organization setup to influence the IT Service Management industry. The organization was setup in 1991 in the United Kingdom.
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