ITSM in Wipro: Application and Implementation of IT Service Management

Running head: INFORMATION TECHNOLOGY SERVICE MANAGEMENT
Information technology service management
Name of the Student
Name of the University
Author Note

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INFORMATION TECHNOLOGY SERVICE MANAGEMENT
Executive Summary
This report highlights the application and implementation of ITSM (Information Technology
System Management). The role of IT is constantly changing the market and requires ne
updates for the organizations to keep up with the challenges and competition in the global
digital market. Organizations are extensively using ITSM programs as it is efficient and cost
effective. Wipro has also implemented the use of ITSM processes to improve services. Thus,
ITSM governance provides efficient IT services to cater to the relentless public demand.

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INFORMATION TECHNOLOGY SERVICE MANAGEMENT
Table of Contents
Introduction................................................................................................................................3
WIPRO.......................................................................................................................................4
KPI of Wipro..............................................................................................................................4
ITSM in Wipro...........................................................................................................................5
Adoption of ITSM in Wipro..................................................................................................6
ITSM operating in Wipro.......................................................................................................8
ITSM and their changing role in Wipro.................................................................................8
ITSM future and its worth in Wipro......................................................................................9
ITSM success factors in Wipro............................................................................................10
Conclusion................................................................................................................................11
References................................................................................................................................12

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INFORMATION TECHNOLOGY SERVICE MANAGEMENT
Introduction
ITSM or Information Technology Service Management is application of ITIL
(Information technology infrastructure library) functions and services for the best practices.
The model uses the logical framework to manage and organize several IT services in various
situations. The purpose of ITSM is to address the services provided by IT efficiently and
effectively and govern the framework of the service (Yazici, Mishra & Kontogiorgis, 2015).
The IT service life cycle begins with the comprehension of user or customer demand and
using the demand as a base, service portfolios are designed and developed. The services
designed are transitional which are maintained and managed by the operations team. The
services generated are periodically updated and modified to provide the best practices in the
market and also to increase the opportunities for enhancement and improvement. ITSM is
branch grown out of the IT maturity and complexity wing. ITSM comes with a number of
benefits for the IT companies or organizations. The benefits of ITSM include the system is
flexible, effective, adaptive, cost efficient, service oriented and provides high quality end user
experience (Winkler & Wulf, 2018). As ITSM provide cost effective and efficient services, it
can be generally said that the services are used widely to benefit the organization. The next
important priority for the government is to monitor the operation for the services, supporting
and optimizing the services (Muhammed, 2015). The market is bubbling with a hundred
count of several IT services, cloud computing is one which has garnered much prominence in
the contemporary market. The services provided by cloud computing are exceptional and are
used for its flexibility and adaptability.