Information technology has had roles in organizations for almost half a century. The entry of information technology into organizations has been an empowering role.
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 …
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 and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCoolers’ annual ITSM report states that business use ITSM “mostly in support of customer experience (35%) and service quality (48%).”
T 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:
- Business Process Framework (eTOM)is a process framework for telecommunications service providers.
- COBIT(Control Objectives for Information and Related Technologies) is an IT Governance framework that specifies control objectives, metrics and maturity models. Recent versions have aligned the naming of select control objectives to established ITSM process names.
- FitSMis a standard for lightweight service management. It contains several parts, including e.g. auditable requirements and document templates, which are published under Creative Common licenses. Its basic process framework is in large parts aligned to that of ISO/IEC 20000.
- ISO/IEC 20000is an international standard for managing and delivering IT services. Its process model bears many similarities to that of ITIL version 2, since BS 15000 (precursor of ISO/IEC 20000) and ITIL were mutually aligned up to version 2 of ITIL. ISO/IEC 20000 defines minimum requirements for an effective “service management system” (SMS). Conformance of the SMS to ISO/IEC can be audited and organizations can achieve an ISO/IEC 20000 certification of their SMS for a defined scope.
- MOF(Microsoft Operations Framework) includes, in addition to a general framework of service management functions, guidance on managing services based on Microsoft technologies.