Content Analysis of Service Management

Running head: CONTENT ANALYSIS OF SERVICE MANAGEMENT
Content Analysis of Service Management
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CONTENT ANALYSIS OF SERVICE MANAGEMENT1
Table of Contents
Week 1.......................................................................................................................................2
ITSM and ITIL.......................................................................................................................2
Framework of ITIL................................................................................................................2
ITIL Core...............................................................................................................................3
Service Lifecycle....................................................................................................................3
Service Management concepts...............................................................................................4
Week 2.......................................................................................................................................5
Governance............................................................................................................................5
Risk........................................................................................................................................6
Service Strategy.....................................................................................................................6
Service Design.......................................................................................................................7
Five aspects of service design................................................................................................7
Service Transition..................................................................................................................7
Week 3.......................................................................................................................................8
Service Operation...................................................................................................................8
Continual service improvement.............................................................................................8
Business Relationship Management......................................................................................9
Week 4.....................................................................................................................................10
Financial Management.........................................................................................................10
Demand Management..........................................................................................................11
Week 5.....................................................................................................................................12
Capacity management..........................................................................................................12
IT Service Continuity Management.....................................................................................12
Week 6.....................................................................................................................................13
Information security management........................................................................................13
Problem Management..........................................................................................................14
Seven Step Improvement Process........................................................................................14
Week 7.....................................................................................................................................15
Measurement........................................................................................................................15
Metric...................................................................................................................................15
Deming Cycle.......................................................................................................................15

CONTENT ANALYSIS OF SERVICE MANAGEMENT2
Week 1
The module of this week comprises the facts about the concepts of ITSM, ITIL, the
framework of ITIL, the core of the ITIL and the ITIL model for service management.
ITSM and ITIL
The ITSM is said as the Information Technology Service Management that
encompasses the overall set of the actions that are necessary for providing the services to an
industry inclusive of all the policies as well as strategies that incorporates the five steps
(Cronholm & Gobel, 2016). These steps are planning, designing, delivery, operation as well
as control of the overall products that are followed for the development of the products by an
organization.
The ITSM may be referred as a profession in which a set of people tends to share the
stated standards as well as disciplines based on great skills and knowledge. This profession
pursues the usage of the influence via the growth of good guidance and then advices them
fort the improvement of the performance standards in the specific fields.
A best practice is stated as a methodology that is majorly accepted as this produces
the results that are better than any other means. This is basically said as a standard for
carrying out different things, whereas good practice refers to the methodology that an
organization adapts to cope with their particular requirements.
Framework of ITIL
The ITIL or Information technology Infrastructure Library is said to be a framework
that the organizations develop in order to carry out the ITSM (Khan, CIS & PMP, 2017). This
is mainly referred as the source of a good practice regarding the service management. This
framework allows various organizations for the establishment of a structure, which helps in
planning, implementation as well as measurement. This also demonstrates the compliance

CONTENT ANALYSIS OF SERVICE MANAGEMENT3
issues and measures the improvement. Organizations must implement the service
management infrastructure based on this framework that tends to cope with the needs of the
particular organizations.
ITIL Core
The components of this framework are the ITIL Core and ITIL Complementary
Guidance. The ITIL Core describes the best practices, which are applicable to different types
of the organization that tend to provide various services to different businesses. The ITIL
Complementary Guidance is referred to a group of publications with specific guidance to the
carious industry sectors, operational models, the types of the organization as well as the
architecture of the technologies (Limanto et al., 2017). This also shares the same functions,
processes as well the steps regrading the lifecycle.
Service Lifecycle
Service lifecycle is stated as a method regarding the IT Services management, which
emphasizes on the importance of control as well as coordination across the different
processes, functions as well as systems, which are necessary for the management of the IT
service lifecycle (Sukmana, 2017). This lifecycle contains the five phases, which are service
strategy, the service design, service transition, the service operation and the continual service
improvement. These can be depicted by the figure below: