Information technology has had roles in organizations for almost half a century. The entry of information technology into organizations has been an empowering role. In fact, information technology became a tool and provider of services in the presence of various organizations. With the growth of organizations and information technology, the trend has changed, and information technology has entered into the business community, but only a one-way interaction from the business side towards IT has emerged. With the growth of organizations and information technology, IT has been equated with technology and business interaction with two-way information technology has become a competitive advantage. Eventually, the maturity of IT has led to a complete overlap between IT and business. In the course, the role of information is more intense than technology, and information technology has become a strategic partner of organizations, and information technology is used as an opportunity factor. In this era of information management, the other era of information processing and design of information systems has come to an end. IT service management with its process-based structure, aligns IT service delivery with the organization’s goals and needs, and quality management of IT services.
Most organizations are caught up in the face of information technology and have dealt with the deployment of information systems and information technology, as part of their needs. But gradually, different parts of the information islands that are directly involved in designing, equipping, exploiting, and supporting their information systems have gradually been transformed, resulting in inappropriate interactions between the organization’s sectors, increasing reoccurrence, the lack of coordination of the development of information technology with the goals and the organization’s strategy and much more.
These harms have led the organizations to organize these wandering and dispersed islands under a single system and plan for information technology in their organization.
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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 plan, design, deliver, operate and control information technology (IT) services offered to customers. It is thus concerned with the implementation of IT services that meet customers’ needs, and it is performed by the IT service provider through an appropriate mix of people, process and information technology.
Differing from more technology-oriented IT management approaches like network management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs.
IT service management is often equated with the Information Technology Infrastructure Library (ITIL), even though there are a variety of standards and frameworks contributing to the overall ITSM discipline. Other frameworks for ITSM and overlapping disciplines include: