IT Service Management / ITSM 101
ITSM Service Management is a set of specialized organizational ‘capabilities’ for providing value to customers in the form of services Roles, Functions, Methods, & Processes.
ITSM Objectives IT Service Management is concerned with the delivery and support of IT services in alignment to the business requirements of the organization.
Its objectives are:
- To ensure that the IT Services are aligned to the present and future needs of the business to improve the quality of the IT services delivered
- To be cost-effective and cost-efficient in IT service provision
- ‘increase service performance, while at the same time reducing the cost’
ITSM is involve Adopting IT Service Management means that you are adopting a “service culture” which focuses on your business requirements; to achieve this involves at least the following:
- Analyzing the real business needs
- Planning the services and support to underpin those needs
- Implementing the ‘capabilities’ i.e. people, process and technologies to deliver those services Continuously monitoring, controlling and improving IT delivery and support
The benefits of ITSM Effective implementation of IT Service Management best practice processes within an IT service operation will enable the business to realize the following benefits:
- Improved customer satisfaction
- Reduced risk in service provision
- Reduced cost of delivery and support
- End to end service visibility
- Simplified IT operating model
- Increased productivity within the business
- Better supplier & partner management
- Compliance with best practice which can be audited (and therefore proven)
- Faster “go to market” capability for the ‘core’ business
Customers want Services
- Customers don’t want servers, routers and storage systems they want services
- Infrastructure is ‘behind the scenes’ – one of many aspects of a service
- Services are shaped by the Customer usage
- SLA’s are worthless if they are unable to measure what the Customer recognizes as a service
- In any business you must know your market and understand your Customers better than the competition - IT Service Providers are no different!
- Service Management is about managing the customer experience and everything that underpins it
Rules for Designing a ITSM Process
1. Identify GAP
a. Incident Management
i. What is working or not
ii. What gaps are there when escalate from L1 to Level 2
b. Don’t start from scratch
3. Get people involve
Good governance requires that you establish accountability for the process, assign the appropriate tasks and measure that they are actually getting done
ITSM audits are based on analysis of four key performance indicators in specific ways:
- Growth and value, which involves tracking revenue growth against investment and utilization.
- Budget adherence, which involves optimizing the use of available funds and avoiding unnecessary expenditures.
- Risk impact, which involves identifying and evaluating the consequences of risks taken or avoided.
- Communication effectiveness, which involves examining customer feedback and gauging customer satisfaction and awareness.