IT Service Management and Professional Culture

Running head: IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
Name of the Student
Name of the University
Author Note

IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE 1
Week 1:
The lecture of the Week 1 covers ITSM and ITIL, Best practice versus good practice, the
ITIL framework, The ITIL core and The ITIL service management model. The lecture
describes the information technology (The product/service provider), customer who pays the
money for using IT related product and services where the service is the deliverable value to
the consumers through facilitating the outcomes which the consumers need to achieve
without any ownership. Lastly, the lecture describes about the users who utilizes the service
and products of the IT that are free of cost. The lecture provides an example to support the
arguments. The IT service management is the complete set of the activities that are needed
for providing the service to one organisation that includes the strategies and policies. The
ITSM is actually a profession. This lecture also describes the best and the good practices, the
lecture also demonstrates the sources of the good practices. IT infrastructure Library (ITIL) is
well discussed in the lecture slide of week 1. The ITIL is actually a set of the practices in
detail for the ITSM which is focusing on the alignment of the IT services. The generic rules
of the ITIL includes the process owner, process management, process practitioner and the
service owners. This lecture slide also present the interrelationship that is between the
process, functions and roles. This lecture also suggests to read “IT Service management, A
Guide for ITIL Foundation Exam Candidates, 2nd Edition, 2012, Ernest Brewster, Richard
Griffiths, Aidan Lawes, and John Sansbury, published by BCS The Chartered Institute for
IT” for more knowledge.
Week 2:
The lectures of the Week 2 discusses the Governance and Risk, Service Strategy,
Service Design, Service Transition. Where the governance is the central to the operation of
the sound as well as the management of the all of the organisations that are healthy. This

2IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
covers different policies, procedures as well as the structures that are established from the
higher authorities. The risk can be defined as one of the positive event which might cause the
loss or harms or even the affect the ability for achieving the objectives. It also can be defined
like the uncertainty of the outcomes. The major processes that are included in the strategy are
the relationship management within the business, the financial managing of the IT related
services as well as the management of the service portfolio. This lecture also provides the
steps to developing the strategy. The design of the service includes the change in the
requirements of the business over the time as well as generating the requirement for the
further improvement. This lecture also discuss the five aspects of the service designing.
Lastly this lecture slide discusses the service transition. This lecture suggests to read the
chapter 2, 3, and 4 of “The Service Life Cycle: IT Service management, A Guide for ITIL
Foundation Exam Candidates, 2nd Edition, 2012, Ernest Brewster, Richard Griffiths, Aidan
Lawes, and John Sansbury, published by BCS The Chartered Institute for IT” for gaining
more knowledge.
Week 3:
The learning outcomes of the week 3 Service Operation, Continual Service
Improvement and Business Relationship Management. The service operation is management
that can be done day by day basis for the services of the IT and the business for the usual
activities. The main purpose of the service operation is for the organisation as well as for
conducting the process and the activities that are needed for delivering the services for the
users at the levels of the services that are agreed. This lecture also describes the four balances
of the service operation that are: external business view vs the internal IT view, Stability vs
responsiveness, Quality of service vs cost of service, Reactive vs proactive. The functions of
the service operations are The service desk, Technical management, Application management
and IT operations management. The continual service improvement has the responsibility to