IT Service Management and Professional Culture

Running head: IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
IT Service Management and Professional Culture
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1IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
Table of Contents
Introduction................................................................................................................................2
Need for organizational change.............................................................................................2
Key influence of human behaviour........................................................................................3
Impact on IT organizational culture in a service driven environment...................................4
Skills frameworks and an awareness of industry certifications relevant to IT professionals 4
IT service lifecycle, processes and functions in an organizational setting............................5
Best practice IT service management in an organizational setting........................................6
Service management processes and practices in a business organizational context..............6
Global nature of the IT industry.............................................................................................7
Conclusion..................................................................................................................................8
References................................................................................................................................10

2IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
Introduction
ITSM or IT Service Management refers to the designing, delivering, creating,
supporting and managing all the activities that are required within the life cycle of IT
services. Any technology that an organization uses comma starting from the connecting
devices to the applications installed in it, to the printer that all the employees uses one after
another, and every e option that a person uses to reset the password even after entering it for
the first innumerable times are all the IT services that are provided by the IT team of an
organization (Eikebrokk & Iden, 2017). It is always perceived by various organizations and
its employees as IT support but other than the common perception, ITSM has several aspects
and various layers for resolving the day to day issues in an organization. Every IT team in an
organization is responsible for the management of all the IT services from one end to another.
the basic introduction provided in this particular report about ITSM and all its relevance
services wood make sure that it a good understanding of it Service Management and
professional culture is formulated with this report, and independent investigation related to
the topics with practical investigation is understood and possible content analysis is done.
Need for organizational change
IT Service Management mostly deals with introducing a new technology with the
promise of providing benefits to the organization however it sometimes does not impact upon
the expectations of the organization. IT Service Management professionals are already
sanguine about the change management process within an organization which is a significant
part of the training that they receive relevant undertaking study as a part of ITIL.
Organizational change management is not similar to ITIL change management, and this is
mostly concerned with the changes that mostly occur in the environment of the organization
based on the effect upon people (Erl, 2016). It is a structural approach that makes sure that

3IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
the organization goes through the change process for the improved processes in a much
smoother and successful way for achieving lasting benefit. It is also possible that the
organizational change management procedure can face failure and this is why IT self-service
portals are introduced.
The increased adoption of these technologies is mostly followed by a result of the
associated benefits which comes a solution for IT Service Management (Shrestha et al.,
2015). Mostly, the introduction of an IT Service Management induced change management in
an organization does not acknowledge the importance attention that is needed to be paid and
does self-service occurs. The issues regarding organizational change management with IT
Service Management principles can be defined as follows:
 Lack of involvement from the stakeholders, including the end users due to
excessive focus on the self-service Technologies.
 There is no dedicated source or ambition of the risk and issues related to
organizational change management.
 There is insufficient communication.
 There is minimal education and guidance required to find out the newer ways
of working that involves within the change management procedures.
Key influence of human behaviour
The success of IT Service Management mostly depends upon the behaviour within an
organisation and its employees. The attitude of the employees and the way that they accept
the critical components of IT Service Management at the success factors that defines how the
ITSM implementation is mostly a successful process. Any ITSM related initiative taken in an
organisation will change the day to day activities completely (Lusch & Nambisan, 2015).
Therefore a focus on the attitude and behaviour of the IT team including all the end users,