IT Service Management and Professional Culture: Understanding the Basics

This presentation provides an overview of IT Service Management (ITSM) and its impact on organizational culture. It covers the basics of ITSM, the need for organizational change, key influences of human behavior, and best practices in IT service management. The presentation also discusses the global nature of the IT industry and provides references for further reading.

IT Service
Management and
Professional Culture
Understanding the basics

IT Service Management
• 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 (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

Need for organizational
change
• 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

Identified issues
• 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 (Erl, 2016). Any ITSM related initiative taken
in an organisation will change the day to day activities
completely

Impact on IT organizational culture
in a service driven environment
• It is estimated that over 90 per cent of the IT organizations in
the industry must adopt the ITSM driven environment within
the organizations. However, there is not much researchers still
found on the appropriate frameworks that needs to be
adopted (Lusch & Nambisan, 2015).

Skills frameworks and an awareness
of industry certifications
• There is little information in the IT industry about the benefits
of IT Service Management and their introduction in the
business units. The ITIL model has conducted and
international survey of over 491 firms to confirm the benefits
of the IT infrastructure library and the ITSM framework show
that the benefits of the system evolved for the companies to
increase their adoption of this system is justified
• As per the IT governance Framework, the standard for IT
governance, ISO / IEC 38500:2008 is a standard outline for the
IT service Management that helps in assisting those at the
highest level of the organisations to comprehend and fulfil the
legal, regulatory and ethical application with respect to the
organisation and its use of information technology.

IT service lifecycle, processes
and functions
• Life-Cycle: Service transition is a step in the IT service lifecycle which
includes 3 service transitions life cycles (Jäntti & Hotti, 2016). This
can be described as follows:
• Goal: the delivery of the operating service for the targeted business
organisations.
• Input: The service design package or documents that were fashioned
during the design phase of the service.
• Output: the delivery of every part of the component of service in the
operational conditions for the next phase, which is service operation.
• Processes: The crucial processes in service strategy of IT Service
Management includes business relationship management, service
portfolio management and financial management for IT services.
The outcome of the service strategy process is followed by a
decision to find out whether it is efficient for the organisation in
continuing with the service or discarding it at once.

Best practice IT service
management
• Best practice of an IT service management is regarded as a
method or the technique which is generally accepted to be
superior to all the alternatives found in the system as it has
the potential of producing the result which are superior to all
the others achieved by different means. This is because the
best practice has become a standard in the way that they
perform things.

Service management processes
and practices
• For successfully aligning the customer demand as well as the
business need along with the services offered to the
organisation with the help of technology it service
management is a unique opportunity for enhancing the
efficiency, productivity and improvement of the values in
business.

Global nature of the IT
industry
• Users and Technology providers work simultaneously in
understanding the appropriate pieces to drive the digital
transformation. Right now the Global Information Technology
industry is reaching a 5 trillion USD mark in 2019, according to
researches.

References
Eikebrokk, T. R., & Iden, J. (2017). Strategising IT service management through ITIL
implementation: model and empirical test. Total Quality Management & Business
Excellence, 28(3-4), 238-265.
Erl, T. (2016). SOA Principles of Service Design (paperback). Prentice Hall Press.
Jäntti, M., & Hotti, V. (2016). Defining the relationships between IT service management and
IT service governance. Information Technology and Management, 17(2), 141-150.
Lusch, R. F., & Nambisan, S. (2015). Service innovation: A service-dominant logic
perspective. MIS quarterly, 39(1).

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