IT Service Management (ITSM) - Revision history

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 == ITSM Implementation<ref>[https://www.computerweekly.com/tip/Your-seven-step-ITSM-implementation-formula ITSM Implementation Formula]</ref> ==
 ITSM implementation is all about integrating people, products, and processes. Here is some expert advice to help you place your ITSM program on a fast track. Given below are the techniques and approaches which can put your ITSM program on a fast track.
-*Take the right approach: Being agile: There are multiple approaches to ITSM, such as ITSM agile, lean ITSM, evolution methodology, outsourcing of ITSM, and collaboration within ITSM. An agile or iterative and incremental approach deals with logically clubbed requirements of ITSM processes and tools. A practical example of ITSM agile is one process per iteration, starting with service desk and incident management and moving on to change and release in the second iteration. This ensures that the outcome of each work package is immediately seen and corrections can be made in the next iteration.
+*Take the right approach: Being agile: There are multiple approaches to ITSM, such as ITSM agile, lean ITSM, evolution methodology, outsourcing of ITSM, and collaboration within ITSM. An agile or iterative and incremental approach deals with logically clubbed requirements of ITSM processes and tools. A practical example of ITSM agile is one process per iteration, starting with [[IT Service Desk|service desk]] and incident management and moving on to change and release in the second iteration. This ensures that the outcome of each work package is immediately seen and corrections can be made in the next iteration.
 *Create the right culture: Implementing ITSM is all about cultural transformation and not just IT transformation. According to a Gartner report, about 60% of change initiatives fail as a direct result of a fundamental inability to manage their social implications. If you have individuals who are not on board with ITSM, create a political action plan to identify and educate them. Make them part of the core team to let them be advocates of the program. Conduct ITIL workshops with the project sponsors and executive group to identify the most resistant leaders, understand their individual need and map it with ITIL best practices to help them understand the benefits.
 *Identify the right stakeholders: Service management is about serving 'customers' (employees or the users within your organization) in the best possible way. To achieve this, identify the right customers and involve them right from the beginning to understand their requirements, expectations, and pain areas. Understand the current business of these users; do not enforce any process just because it is mentioned in ITIL books. For example, in the banking and financial sector a user may want to start with a strong event and access a management process driven by compliance needs. For a user from the retail industry, it may be important to apply the incident and request management processes in phase one of the ITSM plan.

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 == See Also ==
-[[ITIL (Information Technology Infrastructure Library)]]
+*[[ITIL (Information Technology Infrastructure Library)]]
-[[IT Service Continuity Management (ITSCM)]]<br />
+*[[IT Service Continuity Management (ITSCM)]]
-[[COBIT (Control Objectives for Information and Related Technology)]]<br />
+*[[COBIT (Control Objectives for Information and Related Technology)]]
-[[Enterprise Risk Management (ERM)]]<br />

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 ITIL Glossary defines ITSM as the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, processes, and information technology.<ref>[https://www.axelos.com/Corporate/media/Files/Glossaries/ITIL_2011_Glossary_GB-v1-0.pdf What does IT Service Management (ITSM) Mean?]</ref>
-[https://en.wikipedia.org/wiki/IT_service_management Wikipedia provides a customer-focused definition of ITSM] as a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.
+Wikipedia provides a customer-focused definition of ITSM as a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.<ref>[https://en.wikipedia.org/wiki/IT_service_management Definition of ITSM]</ref>
 “Also termed service management thinking, service management is a systematic method for managing the offering, contracting, and provisioning of services to customers, at a known quality, cost, and design experience. Service management ensures the desired results and customer satisfaction levels are achieved cost-effectively and is a means by which the customer experience and interaction with products, services, and the service provider organization are designed and managed. Service management is also a transformation method for any organization that wishes to operate as a service provider organization.” <ref>[http://www.usmbok.com/ Explaining ITSM]</ref>
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 == Benefits of ITSM Processes<ref>[https://freshservice.com/itsm What are the Benefits of ITSM Processes?]</ref> ==
 Benefits of implementing ITSM processes range from IT-specific to Business-level benefits like:
-*IT-SPECIFIC ITSM BENEFITS
-**Increased IT efficiency and productivity through defined roles and responsibilities
+<u>''IT-SPECIFIC ITSM BENEFITS''</u>
-**Process implementation based on best practices
+*Increased IT efficiency and productivity through defined roles and responsibilities
-**Increased support to counter-regulatory and compliance challenges
+*Process implementation based on best practices
-**Increased visibility and understanding of IT services
+*Increased support to counter-regulatory and compliance challenges
-**Reduced incident lifecycles
+*Increased visibility and understanding of IT services
-*BUSINESS-LEVEL ITSM BENEFITS
+*Reduced incident lifecycles
-**Better understanding of business needs
-**Higher IT service availability levels for higher business productivity
+<u>''BUSINESS-LEVEL ITSM BENEFITS''</u>
-**Increased value and cost efficiency
+*Better understanding of business needs
-**Manage expectations better
+*Higher IT service availability levels for higher business productivity
-**Reduced impact of incidents on the business
+*Increased value and cost efficiency
 == See Also ==
-[[ITIL_(Information_Technology_Infrastructure_Library)|Information Technology Infrastructure Library (ITIL)]]<br />
+[[ITIL (Information Technology Infrastructure Library)]]
-[[IT_Service_Continuity_Management_(ITSCM)|IT Service Continuity Management (ITSCM)]]<br />
+[[IT Service Continuity Management (ITSCM)]]<br />
-[[COBIT_(Control_Objectives_for_Information_and_Related_Technology)|COBIT (Control Objectives for Information and Related Technology)]]<br />
+[[COBIT (Control Objectives for Information and Related Technology)]]<br />
-[[Enterprise_Risk_Management_(ERM)|Enterprise Risk Management (ERM)]]<br />
+[[Enterprise Risk Management (ERM)]]<br />
-[[Risk_Management|Risk Management]]<br />
+[[Risk Management]]<br />
-[[Corporate_Governance|Corporate Governance]]<br />
+[[Corporate Governance]]<br />

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 **Problem Management: Managing all IT problems, minimizing the [[impact]] of IT incidents that led to the problem, and coming up with a solution or a [[workaround]].
 **Technical Management: Managing the IT infrastructure with the most appropriate technical expertise and support.
-*Continual Service [[Improvement]] (CSI): Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user [[feedback]]. Key performance indicators (KPIs) and [[metrics]] play a significant role in identifying areas that need improvement or change. For better understanding, read this [[blog]] on the important KPIs for any organization. The following are a few of the aspects of CSI:
+*Continual Service [[Improvement]] (CSI): Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user [[feedback]]. Key performance indicators (KPIs) and [[metrics]] play a significant role in identifying areas that need improvement or change. For better understanding, read this blog on the important KPIs for any organization. The following are a few of the aspects of CSI:
 **IT service review: Reviewing offered services and the IT infrastructure to identify any areas that may require improvements.
 **Process evaluation: Monitoring processes constantly and evaluating them to ensure that the benchmark is maintained.

@@ Line 40: / Line 40: @@
 [[File:IT Service Management Processes.png|600px|The five stage processes of IT Service Management]]<br />
-source: [https://cioindex.com/reference/strengthening-soa-with-itsm-itil-governance/ CIO Index]
+source: [https://cioindex.com/reference/strengthening-soa-with-itsm-itil-governance/ Strengthening SOA With ITSM & ITIL Governance]
 *Service Transition: Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, [[evaluation]], and [[risk]] management. No transition happens without risks and it's important to be proactive during transitions.

← Older revision		Revision as of 20:07, 23 July 2019
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−	== ITSM Vs. ITIL<ref>Difference between ITSM & ITIL [http://www.bmc.com/blogs/itsm-or-itil-that-isnt-the-question/ BMC Blog]</ref~~><br /~~> ==	+	== ITSM Vs. ITIL<ref>Difference between ITSM & ITIL [http://www.bmc.com/blogs/itsm-or-itil-that-isnt-the-question/ BMC Blog]</ref> ==
	ITSM is an acronym for IT service management. It simply means how you manage the information systems that deliver value to your customers. Even if you’ve never heard the term ITSM, if you’re running IT systems, then you are doing ITSM. ITSM could include activities like planning and managing changes so they don’t cause disruption to the business, fixing things when they go wrong, or managing a budget to ensure you can pay the bills when they arrive. People who use the term ITSM tend to think of IT as a means of delivering valuable services to their customers, rather than as a way to manage technology—but even if you have a completely technical focus, your work still needs to be managed, and that’s what we call ITSM.		ITSM is an acronym for IT service management. It simply means how you manage the information systems that deliver value to your customers. Even if you’ve never heard the term ITSM, if you’re running IT systems, then you are doing ITSM. ITSM could include activities like planning and managing changes so they don’t cause disruption to the business, fixing things when they go wrong, or managing a budget to ensure you can pay the bills when they arrive. People who use the term ITSM tend to think of IT as a means of delivering valuable services to their customers, rather than as a way to manage technology—but even if you have a completely technical focus, your work still needs to be managed, and that’s what we call ITSM.

← Older revision		Revision as of 20:06, 23 July 2019
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−	IT Service Management (ITSM) is a process-based [[Framework\|IT management framework]] intended to align the delivery of IT services with the needs of our customers. ITSM involves a paradigm shift from [[IT Management (Information Technology Management)\|managing IT]] as stacks of individual components to focusing on the delivery of [[End-to-End Principle\|end-to-end services]] using best practice [[Process Model\|process models]].<Defining IT Service Management (ITSM) [https://technology.berkeley.edu/ITSM Berkeley.edu]</ref>	+	IT Service Management (ITSM) is a process-based [[Framework\|IT management framework]] intended to align the delivery of IT services with the needs of our customers. ITSM involves a paradigm shift from [[IT Management (Information Technology Management)\|managing IT]] as stacks of individual components to focusing on the delivery of [[End-to-End Principle\|end-to-end services]] using best practice [[Process Model\|process models]].<ref>Defining IT Service Management (ITSM) [https://technology.berkeley.edu/ITSM Berkeley.edu]</ref>