Content Analysis of Service Management

Running head: CONTENT ANALYSIS OF SERVICE MANAGEMENT
CONTENT ANALYSIS OF SERVICE MANAGEMENT
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1CONTENT ANALYSIS OF SERVICE MANAGEMENT
Executive Support
The main scope of the assignment is to deal with the ITSM as well as ITIL Framework and
its associated components that helps the integration of an IT system. This report will reflect
the important areas in regards to the ITIL framework and presents the important aspects
associated with this framework. The overall management of the business in an IT
organization is well framed in this assignment.

2CONTENT ANALYSIS OF SERVICE MANAGEMENT
Table of Contents
1. Introduction............................................................................................................................4
2. IT Service Management.........................................................................................................4
2.1 Professional ITSM...........................................................................................................5
2.2 IT Infrastructure Library..................................................................................................5
2.3 The ITIL Service Life Cycle............................................................................................7
2.4 The management model of ITIL services........................................................................8
2.5 Service Model..................................................................................................................8
2.6 Process..............................................................................................................................9
2.7 Generic Roles in an ITIL Structure..................................................................................9
3. Analysis of the Service Life Cycle.......................................................................................10
3.1 Governance....................................................................................................................10
3.2 Risk................................................................................................................................10
4. Continual service improvement..........................................................................................10
5. Business Relationship model...............................................................................................11
6. Service level management....................................................................................................12
7. Financial management of the IT services.............................................................................13
8. Business Case.......................................................................................................................14
9. Demand Management..........................................................................................................14
10. Capacity Management........................................................................................................15
11. The capacity plan...............................................................................................................16
12. The Seven Step Improvement process...............................................................................16
13. The Deming cycle..............................................................................................................17
14. Conclusion..........................................................................................................................18
15. References..........................................................................................................................19

3CONTENT ANALYSIS OF SERVICE MANAGEMENT
1. Introduction
This report deals with the analysis of the contents regarding the overall managing of
the services within an organization (Ashraf, 2016). The service management may be referred
as the collective form of the activities such as politics direction, structuring and organizing
the processes as well as supporting the procedures, which are performed by any organization
for designing, planning, delivering, operating as well as controlling of the services as offered
by the information technology organizations to its customers.
2. IT Service Management
The service management in an IT organization mainly comprises of four main
sections. These are likely to be information technology that deals with the product that will be
offered to the customers, the service provided by the organization, the customer who is
facilitated by the services and the user who does uses the facilities but not pays any money
for it (Lema et al., 2015). It can be explained by the help of an example. Let us assume there
is an organisation that is dealing with the development of the hospital information systems. A
relevant hospital wants to implement this system in their institute to deal with the customers
or the patients that are visiting the hospital. Hence the software methodology is known as the
information technology used, the company providing the software will be the service
manager / provider, the hospital will be the customer that pays for the service and the
customers or the patients are said to be the users of these information systems (Muhammed,
2015).
The IT Service management may be depicted as the complete activity set that is
necessary for providing services to the organization. This activity set includes the strategies
as well as the policies for planning, designing, delivering, operating and controlling.

4CONTENT ANALYSIS OF SERVICE MANAGEMENT
2.1 Professional ITSM
According to, within the ITSM, a collection of personals are said to share the
premium standards as well as disciplines that are based on the skills and knowledge as
gained by the training and educational schemes provided by the organization. As a
profession, ITSM uses the influence of the guidance and the knowledge as provided by the
organization thus improving the performance standards of the provided services (Limanto et
al., 2017). The best practice may be stated as a methodology or technique that is to be
followed by most of the organizations to achieve a great level of success. As this
methodology has provided excellent superior results, this had been accepted as the most
standard way of carrying out things.
Most of the organizations are trying to implement the best specific stated practice for
the enhancement of the organization thus adapting as well as adopting the practices to cope
with their specific requirements. However, many frameworks or public standards that are
undertaken by an organization to carry out the service management for the IT organizations.
2.2 IT Infrastructure Library
IT Infrastructure Library may be defined as a framework that is used by an IT
organization for providing enhanced IT facilities to the customer. The systematic and
effective approach for the ITIL’s implementation within the organization that provides IT
service to its customers it can be said that the organization can effectively manage the risks,
strengthens the relations with the customers, the practice for establishing the cost effective
processes (van der Aa et al., 2016). This is because this infrastructure wants to develop as
static as well as stable environment of IT that allows the organization to grow, scale as well
as change in an effective manner.

5CONTENT ANALYSIS OF SERVICE MANAGEMENT
The ITIL may be defined as an effective framework that is adapted by the IT
organizations to deliver the services to their customers. The primary goal of ITIL is to assist
the organizations for establishing the baseline regarding the planning, implementation as well
as measurement of the IT services. Moreover, it is very effective to determine compliance as
well as to measure the improvement with respect to the IT organizations. However,
organizations must seek to implement a solution of service management based on ITIL to
cope with the needs of the IT organization (Khaza'Aleh, 2016).
Many organizations also uses certain other frameworks such as COBIT, ISO / IEC
2000 frameworks also that approximately adheres all the facilities of an ITIL framework but
the characteristics are much more advanced from the ITIL Framework. COBIT provides both
practices such as good practices as well as best practices framework regarding IT Governance
and IT management.
The comparison between the ITIL and ISO / IEC 2000 frameworks can be said in
regards to the requirements for both of the frameworks as stated by the IT organizations. The
requirements regarding the enhancement of the IT services in an organization is focused by
the ISO / IEC 2000 framework whereas ITIL focuses on the guidance regarding the different
development solutions of the IT services (Kauspadiene et al., 2017).
The components of an ITIL Library may be depicted as the two main parts. One being
the Core of the ITIL and the other being the Complimentary Guidance regarding the ITIL.
The Core of the ITIL describes the general basic practices, which can be applied to mostly of
the organizations for providing services to the selected business (Bauer & Bellamy, 2017).
The Complimentary Guidance of ITIL is said to be the guidance that are specified in the
fields of industry, the types of the industry, the models for the operations as well as the
architectures of the technology.