Information Technology Service Management

This article discusses the importance of IT service management in delivering quality service and maintaining good customer relationships. It also covers the processes involved in service strategy under the ITIL framework. Desklib offers study material, solved assignments, essays, and dissertations on IT service management.

Running Head: IT Service Management
Information Technology Service
Management

IT Service Management 1
Question 1
Service management is the customer- centric approach to deliver information technology. It
focuses on provision of value to the customers of the organization in the form of quality service
and also to maintain good customer relationship. Under the framework of ITIL service
management is categorized into five major activities that can enhance the organizational
competency (Arraj, 2010). Technology management is also very important for the organizational
success in the way it helps in managing the technologies used in the business in the best possible
way to create competitive value. But, IT service management provides a wider approach to
structure the activities that are IT related in an organization so that maximum value can be
delivered to the customers through the use of Information technologies with the cost efficiency.
This practice not only improves the service quality but also increases the customer satisfaction
(Sallé, 2004).
Question 2
 Core service:
Broadcasting of number of channel
 Support service
Gaming sections exclusively offered by the cable operator
 Enhancing services
The operators can allow the live streaming of the channels broadcasted by them on the personal
devices of the customers such as mobiles, tablets, laptops etc.
Question 3

IT Service Management 2
Service strategy is the centre and initial most point of service management life-cycle under
Information technology infrastructure library (ITIL) framework. It provides guidance on
prioritization of investments made by the service provider to provide the services (Addy,
2007). The following is the list of processes of service strategy:
 IT service generation: It relates to implementing and managing the quality service
provision through the use of valuable resources of organization such as People, process
and Technology (IT)
 Service Portfolio Management: It is the process of systematic management of
investments in projects or activities of IT department of organization.
 Financial Management: This process aims to give cost effective stewardship of the IT
assets and the resources that are deployed in offering IT services.
 Demand Management: It is used to forecast as well as manage the product or services
demand.
 Business Relationship Management: It is the formal process to understand, define and
support a wide spectrum of inter-related business activities to provide knowledge and
services through the network (Cannon, Wheeldon, Lacy & Hanna, 2011).

IT Service Management 3
References:
Addy, R., 2007. Effective IT service management: To ITIL and beyond! (pp. I-XL). Berlin:
Springer.
Arraj, V., 2010. ITIL®: the basics. Buckinghampshire, UK.
Cannon, D., Wheeldon, D., Lacy, S. and Hanna, A., 2011. ITIL service strategy (p. 469).
London: Tso.
Sallé, M., 2004. IT Service Management and IT Governance: review, comparative analysis and
their impact on utility computing. Hewlett-Packard Company, pp.8-17.