Exploring about ITSM

Last class we were discussed about ITSM ( IT Service management and its flavors. this blog post denotes about ITSM.

What is ITSM ?

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. (https://en.wikipedia.org/wiki/IT_service_management )

ITSM (or IT services management) refers to all activities involved in the design, creation, delivery, support and management of the IT services lifecycle.

Okay, of course, but what are IT products, of course? Think of any equipment you use at your office–your computer, the software installed on your desktop, the printer that your team uses, or your password can be reset afterwards

Why does ITSM matter and it’s importance ?

For a variety of reasons, ITSM is essential. ITSM implementation can lead to regularization of processes through standardized delivery and documentation. The introduction of ITSM also aims to save money through the development of a stable IT body. Implementing ITSM has business benefits by providing the client with actionable IT perspectives that support decision-makers.

Benefits of ITSM Processes

IT Service Management (ITSM) aligns the delivery of IT services to an organization’s business needs. This integrates separately controlled This systems and modules with the goal of providing end-to-end services to customers, which stress the value of ITSM. All collaborative processes are developed using an IT service delivery framework. ITIL and Microsoft Operations System are some of the popular IT service management best practise frameworks.
The ITSM advantages give an organisation significant success. A system of IT service management calculates quality with precisely defined and tracked metrics. This relentless commitment to monitor and continuously improve IT service delivery in pursuit of business goals greatly improves the operational efficiency of the organisation.
By comparison with other IT management practises focused on the network, infrastructure or systems, ITSM aims to improve IT customer service without delay and with business objectives in a seamless manner. When technology grows in today’s digital industries, IT services management has become an important factor in helping business. ITSM tools complement the ITSM activities of an organisation by customer service consolidation, usually starting with an IT help desk. This software suite assists IT departments in managing ticketing systems, tracking and detecting deficiencies in their services and products. IT Service Management Instruments (ITSM) standardise IT services delivery within an organisation, based on budgets, staff resources, procedures and performance.
Ultimately, the ultimate goal of ITSM is to ensure that the engineering group priorities of an organisation are in accordance with the business goals.

ITSM processes

The more structured an organisation is, the better its IT department is. This is one of the most critical ITSM benefits businesses are looking for. What other benefits do companies derive from ITSM, and what are these ITSM processes actually?
The systems of ITSM are components of the structure of ITSM. The ITSM framework follows its core principles and illustrates how to handle IT resources. In the following steps, ITSM processes can be divided:

Service Strategy (SS)

This is the first and most critical stage in the process of ITSM. The ITSM benefit in this process is to help determine just what consumers want and to confirm that the service can be achieved financially. Service strategy gives an overview of the service portfolio of a client, financial management, management of business relations, etc.

Service Description (SD)

Allow strategic recognition of the services offered by an entity with a detailed description. One of the key benefits of ITSM at this point is ensuring that the delivery of IT services meets the requirements and that the company is able to provide services in a safe manner.

Service Transition (ST)

ST is responsible for auctioning the services of the agency. The advantage of ITSM in the ST stage is maintaining the stability of services, while making them dynamic through the sensible accommodation of changes. At this point, the processes are change management, release management, information management etc.

Service Operation (SO)

ensures that the services work without hindrance, promptly warding off any disruptions. There are 6 main processes that help SO do that:

• Event management – Monitors and provides notifications on how the services are running
• Incident management – Restores the normal flow of IT processes as soon as possible, in case of disruptions
• Problem management – Caters to the underlying cause of incidents
• Request fulfillment – Deals with low-risk, recurrent and pre-defined circumstances
• Access management – Deals with accounts and passwords
• Continual Service Improvement (CSI) – Constant improvement of the services delivered

Why does the business need ITSM ?

You are already doing ITSM in a little way if your company has more than a handful of workers and even if one of you is the appointed “IT man.” But as your business grows, you may need to take more mature processes to make the most of your ITSM investment.

These are ITSM’s most important advantages.

• Reduce IT costs
• Improve the quality of service
• Improve customer satisfaction
• Improve governance and reduce risk
• Increase competitive advantage
• Improve flexibility
• Increase agility for new IT services

How to introduce ITSM processes

The more structured a corporation is, the stronger its IT department is. This is one of the ITSM’s most critical strengths. What other benefits do businesses obtain from ITSM, and what are these ITSM processes actually?
The ITSM processes are the ITSM system components. The ITSM system follows its core principles and outlines the manner of operating IT resources. The processes of ITSM can be classified into:

Step 1: Assess the situation as-is

Step 2: Work out a strategy

Step 3: Chart a detailed plan

Step 4: Introduce ST and SO processes gradually (incident – problem – configuration – change – SLA).

Step 5: Check for implementation issues

Step 6: Improve IT service management and move to the next level of ITSM maturity, when it’s time 

ITSM Frameworks

Several organisations also use different structures or specifications, for example COBIT plus ITIL.

Although many frameworks are available to manage ITSM, the Information Technology Infrastructure Library (ITIL) is the most popular ITSM framework. For companies having a number of different branches, divisions and locations worldwide, it is easy to understand how a company can meet its varied needs by incorporating multiple systems, procedures and standards into its ITSM processes.

• 47% use Information Technology Infrastructure Library (ITIL) for ITSM, which focuses on aligning IT services with the business needs 
• 36% use Control Objectives for Information and Related Technologies (COBIT)
• 36% are using Business Process Framework (eTom) – commonly used by telecom service providers in the telecommunications industry
• 34% use Microsoft Operations Framework (MOF) – provides another framework for managing the IT life cycle

The other frameworks, processes, and standards all have their own set of users, but these are the big four that Forbes Insights respondents cited the most. Knowing the most standard frameworks and processes used by other establishments helps businesses fathom the choices available to meet their IT service delivery needs.

Future of ITSM

As with most technologies, the future of ITSM lies with AI. Gartner estimates that 66 per cent of its funds were spent on daily operations by IT companies to “maintain the lights.” AI in ITSM can simplify mundane work with improvements such as auto ticket settlement, task management and predictive maintenance. The future of ITSM will be strongly influenced by AI, with consequences from leadership to consumers throughout the divisions.