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Information Technology Service Management

This document provides an overview of Information Technology Service Management (ITSM) and its key concepts. ITSM is a set of guidelines for managing IT services and is split into two groups: Service Delivery and Service Support. Service Delivery includes functions like financial management, capacity management, availability management, and continuity management. Service Support includes change management, release management, problem management, incident management, and configuration management. The document also discusses ITIL framework and its focus on the IT service lifecycle. Implementing ITSM and ITIL can help organizations improve responsiveness, manage suppliers more effectively, and demonstrate service reliability.

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97 views

Information Technology Service Management

This document provides an overview of Information Technology Service Management (ITSM) and its key concepts. ITSM is a set of guidelines for managing IT services and is split into two groups: Service Delivery and Service Support. Service Delivery includes functions like financial management, capacity management, availability management, and continuity management. Service Support includes change management, release management, problem management, incident management, and configuration management. The document also discusses ITIL framework and its focus on the IT service lifecycle. Implementing ITSM and ITIL can help organizations improve responsiveness, manage suppliers more effectively, and demonstrate service reliability.

Uploaded by

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Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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INFORMATION TECHNOLOGY

SERVICE MANAGEMENT

TERM PAPER FOR MSP

BY- PRACHI DESHWAL ( D16)


MEDHA ADITI JHA (F-13)
WHAT IS ITSM?
 ITSM is a set of guidelines for different
aspects of best-practice data management.
 Split into two groups .
 The two groups inside of ITSM are Service

Delivery and Service Support.


Overview
 Service Delivery
◦ IT Financial Management
◦ Capacity Management
◦ Availability Management
◦ IT Continuity Management
◦ Service Level Management
 Service Support
◦ Change Management
◦ Release Management
◦ Problem Management
◦ Incident Management
◦ Configuration Management
◦ Service Desk
ITSM Service Delivery
Service Level Management
 Provides a way to align the IT services with
the business requirements.
 Customers and IT personnel can discuss and

asses how well a service is being delivered.


 Primary Objective:

◦ Provide a way for setting clear expectations with


both customers and user groups
Financial Management
 Financial Management includes budgeting,
accounting, and charging for IT services being
delivered to the customers.
 Budgeting and accounting involves understanding
the costs of providing various services
 Financial Management ensures that any IT service
proposed is justified from a budget point of view.
 Allows IT departments to function as a business
unit.
 Allows customers to demand a value for their
money.
Availability Management
 Main goal is to ensure the IT services are
available to users when they need them.
 Availability is usually calculated and reported

as a percentage of the agreed service hours


for which the service was available.
 Calculating availability:
◦ Serviceability – when a service is provided by a 3 rd
party, this is the expected availability of those
components
◦ Reliability – how long a component can be expected
to perform under certain conditions without failing
◦ Recoverability – how long it should take to restore a
component back to its normal state after a failure
◦ Maintainability – how easy a component can be
maintained, which can be both corrective or
preventative
◦ Resilience – the ability to withstand failure
◦ Security – the ability of components to withstand
breaches of security
CAPACITY MANAGEMENT

◦ Performance monitoring
◦ Workload monitoring
◦ Application sizing
◦ Resource forecasting
◦ Demand forecasting
IT Service Continuity Management
 Also known as contingency management
◦ Focuses on minimizing the disruptions to
businesses caused by failure of “mission-critical”
systems
◦ Deals with planning to cope with and recover
from an IT disaster
◦ Provides guidance on safeguarding existing
systems
◦ Also considers what activities need to be taken in
the event certain services are not available
ITSM Service Support
 Service Support revolves largely around a strong
service or help desk.
 Service desks can be unskilled (used for incident

tracking and call dispatching) or skilled (incidents


are solved at the helpdesk).
 Goal:

◦ Provide a single point of contact for the user for all their
IT queries.
◦ Proactively identify problems as well as create resolutions
to incidents.
Service Support – Change
Management

 If Change Management procedures are not


effective, this may result in unauthorized
changes to IT Services, which could have
major impacts on the business even
collapse of the business that the IT Services
are there to support.
 Goal
◦ Ensure that standardized methods and procedures
are used for handling of changes.
Service Support – Release
Management

 Release Management is responsible for the


management of software support,
development, and installation.
 Goal:
◦ Plan the rollout of software.
◦ Implement procedures for the distribution of
changes to the IT system.
Service Support – Configuration
Management
 Configuration Management is a process that
tracks all of the individual items in a system.
A system may be a single server, or an entire
IT department.
 Goals:

◦ Create a list of every hardware and software item in


the system and define their relationship while
tracking their current status as well as their history
Some of the salient features of a service provider who is
into ITSM

• Service providers will become more responsive, with


services that are business lead rather than technology
driven.
 
• The ability to manage suppliers more effectively.
 
• It will provide enablers to visibly support the business
strategy, with opportunities to improve the efficiency
of services in all areas, impacting on costs and service.

• An operational benefit is to clearly demonstrate


service reliability and consistency, which in any
environment is critical to business survival and
potential growth.
ITIL
 

 It was conceived in the 1980's


 It, demonstrates an integrated process based

best practice framework for managing IT


Services.
 ITIL consists of a series of books giving

guidance on the provision of quality IT


services, and on the accommodation and
environmental facilities needed to support IT
ITIL is focused on service lifecycle and is divided in five
phases

 
 Service Strategy that provides guidelines to align IS
with business.
 Service Design that provides advice on the production

and maintenance of IS policies, architectures, and


documents.
 Service Transition that focuses on change management

and release practices.


 Service Operation that focuses on delivery and control

process activities.
 Continual Service Improvement that focuses on service

management improvements and service retirement.


Here are five tips to ensure success to use ITIL and ITSM:

 Select ITIL-compatible tools to better interact


with your global partners.
 Spell out what your help desk has to offer.
 Concentrate on processes, maximize ROI.
 Consider the Software as a Service (SaaS) ITSM

option
 Spread ITSM know-how across other

departments.
THANK YOU

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