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IT Service Management and Professional Culture: Understanding the Basics

To help students gain good understanding of all ITECH7400 material, encourage students to use content analysis summaries to prepare for tests and examinations, and to conduct independent investigation into related topics.

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Added on  2023-01-20

About This Document

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

To help students gain good understanding of all ITECH7400 material, encourage students to use content analysis summaries to prepare for tests and examinations, and to conduct independent investigation into related topics.

   Added on 2023-01-20

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IT Service
Management and
Professional Culture
Understanding the basics
IT Service Management and Professional Culture: Understanding the Basics_1
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
IT Service Management and Professional Culture: Understanding the Basics_2
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
IT Service Management and Professional Culture: Understanding the Basics_3
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.
IT Service Management and Professional Culture: Understanding the Basics_4

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