The term IT Service Management (ITSM) is used in many ways by different management frameworks and organizations seeking governance and increased maturity of their IT organization. Standard elements for most definitions of ITSM include:
• Description of the processes required to deliver and support IT
Services for customers.
• The purpose primarily is to deliver and support the technology or
products needed by the business to meet key organizational objectives or
goals.
• Definition of roles and responsibilities for the people involved
including IT staff, customers, and other stakeholders involved.
• The management of external suppliers (partners) involved in the
delivery and support of the technology and products being delivered and
supported by IT.
The combination of these elements provides the
capabilities required for an IT organization to deliver and support quality IT
Services that meet specific business needs and requirements.
The official ITIL definition of IT Service
Management is “A set of specialized
organizational capabilities for providing value to customers in the form of
services”.
While the benefits of applying IT Service
Management practices vary depending on the organization’s needs, some typical
benefits include:
• Improved quality service provision
• Cost justifiable service quality
• Services that meet business, customer, and user demands
• Integrated centralized processes
• Everyone knows their role and knows their responsibilities in service
provision
• Learning from previous experience
• Demonstrable performance indicators.
It is important to consider the range of
stakeholders who can benefit from improved ITSM practices. These stakeholders
can come from:
• Senior management.
• business unit managers.
• Customers.
• End-users.
• IT staff.
•
Suppliers.
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