ITSM - IT Service Management
IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers.
Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCoolers' annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)."
As a discipline, ITSM has ties and common interests with other IT and general management approaches, information security management and software engineering. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMIISO 9000 or ISO/IEC 27000.
There are international, chapter-based professional associations, such as the IT Service Management Forum (itSMF), and HDI. The main goal of these organizations is to foster the exchange of experiences and ideas between users of ITSM frameworks. To this end, national and local itSMF and HDI chapters (LIGs or local interest groups for itSMF) organize conferences and workshops. Some of them also contribute to the translations of ITSM framework documents into their respective languages or publish own ITSM guides. There are several certifications for service management like ITIL 2011 foundation.
IT service management is often equated with the Information Technology Infrastructure Library (ITIL), even though there are a variety of standards and frameworks contributing to the overall ITSM discipline. ITIL originated as an official publication of United Kingdom government agencies (first CCTA, later OGC, then the Cabinet Office). In January 2014, ownership of ITIL was transferred to Axelos, a joint venture of the UK government and Capita, an international business process outsourcing and professional services company.
The ITIL 4 Foundation Book was released February 18, 2019. In its former version (known as ITIL 2011), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage.
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F.A.Q about ITSM - IT Service Management
What is IT Service Management (ITSM)?
TSM is a customer-centric IT management discipline. Organizations that adopt ITSM principles prioritize customer or business needs when designing IT services. ITSM is often referred to as the ‘ERP’ discipline for IT.
What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a globally recognized set of practices for IT Service Management (ITSM). Created by the United Kingdom’s Central Computer and Telecommunications Agency (CCTA), ITIL provides businesses with a customizable set of principles and processes to achieve quality service and overcome difficulties associated with the growth of IT systems. ITIL describes effective and efficient ways to structure IT-related activities and interactions between IT professionals with business users and customers.
What won’t ITIL do?
ITIL focuses on the creation and support of IT operational services; it does not offer a set of practices for project management or software development. IT departments often look to combine IT service management practices (ITIL) with project management practices (PMBOK, Prince2, etc) and software development practices (RAD, Agile, etc) for a complete management framework.
How will staff be involved in ITSM projects?
As projects and activities are identified, staff may be asked to join working groups in an ongoing major role or a periodic minor or informational role. All contributions will be prioritized and balanced with operational responsibilities. As new processes are developed and new tools are introduced, staff will be appropriately trained.