ITSM is a strategic approach of designing, delivering, managing, and improving the IT services an organization provides to its end users. It is focused on aligning IT processes and services with business objectives to help organizations develop. Through ITSM, IT delivers business capability.
The five areas of ITSM are:-
- End Users: Customers who use IT services
- Services: Applications, infrastructure, etc. provided by IT
- Quality: Effective and efficient solutions to problems
- Cost: Maintaining the budget and providing cost-efficient services
- Business: Helping organizations to achieve their goals
Benefits of ITSM
- Improved efficiency and reduced operational costs
Optimized processes, automation, alerting and workflow can remove unnecessary rework and manual effort. It is an added advantage when self-help and self-service capabilities are used.
- Self-service efficiencies and workload reductions
Self-help enables employees to get to the solutions they need more quickly. The automated delivery of services and requests add to potential labor-saving and reduces stress.
- Using a fit-for-purpose
Correct ITSM solutions for the organizations can help ensure that all issues and requests of the employees are dealt with.
- Increased control and governance
Enterprise service management processes and emerging technology can be used to implement internal controls and provide an understanding of who did what and when.
- The opportunity for improvement:
The increased visibility performance from enterprise service management into operational performance allows improvement of new opportunities to be acknowledged.
It offers the potential to provide a single point of service, no matter the service provider, anywhere in the organization.
- Improved collaboration within and across business functions
Enterprise service management makes it easy for work to be passed between individuals, or to be worked on collectively. It also makes it easier to pass the work among different business functions.
Why is ITSM more important now than ever?
The reasons why ITSM is now more important than ever are:
1. Business Value Contribution by IT:
With the development of technology, it has become more commercial. A good ITSM can help businesses get their technology from its own IT organization. The IT value chain becomes a seamless fit into the business value chain when it is enabled and supported by good ITSM.
2. Digital Transformation:
The question of “when” arises when it comes to digital transformation. A fundamental necessity for a business to begin digital transformation is to have complete clarity on its services and processes. A good IT Service Management provides clarity to the organizations regarding their services and processes.
3. Business Agility and Responsiveness:
IT Service Management supports business agility and responsiveness by endorsing standardization in the form of models. Standard requests can be automated, like password-resets, which provide the ultimate level of responsiveness to an organization.
Popular ITSM frameworks
ITIL is one of the most commonly used ITSM frameworks, but there are many other ITSM frameworks businesses can use. Few frameworks are targeted at specific industries or business needs — such as government, telecommunications, and healthcare. Some of these frameworks include:
- IT Infrastructure Library (ITIL): It is a framework which consists of the best practices that are required for delivering IT services.
- Business Process Framework (eTOM): It is a framework designed for telecommunications service providers
- COBIT (Control Objectives for information and Related Technologies): It is an IT governance framework.
- FitSM: It is a streamlined and simplified service management framework aligned with ISO/IEC 20000.
- ISO/IEC 20000: It is considered as the international standard for IT service management and delivery.
- Six Sigma: It was developed by Motorola with a focus on using data analysis to minimize the flaws in end-product and services.
- MOF (Microsoft Operations Framework): It is a compilation of 23 documents which guide businesses through the complete life cycle of an IT service. It includes creation, implementation and cost-effective management of the services with an emphasis on Microsoft technologies
ITSM Processes in ITIL
ITIL is one of the most popular ITSM practice frameworks. It is split across 5 core books. Each of these books is related to a different part of ITIL. This is called “service lifecycle”:
- Service strategy – It is the foundation of the organizations ITSM process building. It includes:
- Strategy Management
- Service Portfolio Management
- Financial Management
- Demand and Capacity Management
- Business Relationship Management
- Service design – This stage focuses on the planning and design of every aspect required to deliver a service, from the service to management. It includes:
- Design coordination
- Service catalog management
- Risk management
- Service level management
- Information security
- Service transition – This stage covers change management, risk evaluation, and risk management strategies. It includes:
- Change management and evaluation
- Project management
- Knowledge management
- Service asset and configuration management
- Release and deployment management
- Service operation – This phase focuses on implementing the tried and tested, new or modified designs in a live environment. It includes:
- Incident and request fulfillment management
- Problem management
- Technical management
- Continual service improvement – This phase is the key to understanding where further improvements can be made.
IT processes are specific to technology, but in order to integrate the objectives of IT with the objectives of a business, ITSM changes the language used to define these IT processes. Implementing the language isn’t IT-specific helps to emphasize the idea that service-IT is at the heart of the business.
The ITSM processes include:
- Process Focus: Thinking about processes on a business-level rather than focusing on technology.
- Proactive: Adapting proactive strategies rather than reactive strategies.
- Customers: Considering the service users as customers.
- Repeatable, accountable: Using a structured approach by standardizing processes
- Service orientation: Focusing on customer service.
ITSM will play an important role in the success of a business. It ensures that there’s an appropriate mix of processes, people, and technology to provide value to its end-users. It enables agility which is demanded by today’s businesses.
ITSM professionals are in high demand and getting certified in this field opens up various opportunities for an individual. Many certification frameworks in the ITSM discipline are available out of which ITIL happens to be the most popular one. With the latest version, ITIL 4 being introduced in the market, getting a certification would definitely be beneficial.
Jane Thomson is a Content Marketing Manager at GreyCampus with five years rich experience on developing content for professional certification courses like PMP- Project Management Professional, PMI-ACP, Six Sigma, Prince2, and ITIL (Information Technology Infrastructure Library).