Information technology, IT, is a big part of how many businesses of today operate. This term is defined as the application of telecommunications equipment and computers for the purpose of data transmission, manipulation, storage, and retrieval. IT service management, or ITSM, involves implementing and managing quality of IT services. ITSM companies are helpful in offering solutions to help groups run effectively.
This practice is associated with the process-improvement methodologies and frameworks, such as: Six Sigma, CMMI and TQM. It is implemented to provide a framework in order to structure information technology-related tasks and interactions of IT technical staff with business users and customers. In a broader respect, this type of process overlaps with business service management and IT portfolio management. This is especially true when it comes to financial control and IT planning.
Typically ITSM is not concerned with technology development. Instead, focuses on back office or operational issues, which might also be referred to as operations architecture. In this sense, ITSM might be considered analogous to ERP or enterprise resource planning for IT.
ITSM is known for its similarity to management information systems, but it has a different viewpoint. It is considered introspective rather than facing outward and being more academic like MIS. Essentially, it involves IT considering IT delivery to a business and not the information that a business needs. There are multiple frameworks and authors that contribute to this discipline. Furthermore, numerous proprietary approaches can be taken.
This largely exists for alignment of delivery when it comes to IT services needed by an enterprise. There is also emphasis placed on benefits to customers. This includes a paradigm change from the act of managing IT as various components to concentrating on delivery of services through various models of process.
There are different indicators that are assessed during audits for ITSM. Value and growth is checked by tracking growth of revenue against investment and utilization. Budget adherence is analyzed, as well as risk impact. Communication effectiveness is another important indicator that involves assessing customer feedback, awareness and satisfaction.
This practice is associated with the process-improvement methodologies and frameworks, such as: Six Sigma, CMMI and TQM. It is implemented to provide a framework in order to structure information technology-related tasks and interactions of IT technical staff with business users and customers. In a broader respect, this type of process overlaps with business service management and IT portfolio management. This is especially true when it comes to financial control and IT planning.
Typically ITSM is not concerned with technology development. Instead, focuses on back office or operational issues, which might also be referred to as operations architecture. In this sense, ITSM might be considered analogous to ERP or enterprise resource planning for IT.
ITSM is known for its similarity to management information systems, but it has a different viewpoint. It is considered introspective rather than facing outward and being more academic like MIS. Essentially, it involves IT considering IT delivery to a business and not the information that a business needs. There are multiple frameworks and authors that contribute to this discipline. Furthermore, numerous proprietary approaches can be taken.
This largely exists for alignment of delivery when it comes to IT services needed by an enterprise. There is also emphasis placed on benefits to customers. This includes a paradigm change from the act of managing IT as various components to concentrating on delivery of services through various models of process.
There are different indicators that are assessed during audits for ITSM. Value and growth is checked by tracking growth of revenue against investment and utilization. Budget adherence is analyzed, as well as risk impact. Communication effectiveness is another important indicator that involves assessing customer feedback, awareness and satisfaction.
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