IT Service Management: Importance of Change Management

1 | P a g e

2 | P a g e
Table of Contents
Table of Contents.......................................................................................................................2
List of figures.............................................................................................................................2
Introduction................................................................................................................................2
Case Study 1...............................................................................................................................4
Case study 2...............................................................................................................................5
Case study 3...............................................................................................................................7
Conclusion..................................................................................................................................8
References..................................................................................................................................9
Appendix..................................................................................................................................11
List of figures
Figure 1: Relationships between ITSM frameworks and other management standards............8
Figure 2 : IT service, ITSM, ITIL..............................................................................................8
Figure 3: Service Strategy..........................................................................................................9

3 | P a g e
Introduction
In this report a discussion is on the behalf of the webinar on IT service management
which deals with the changes in the technology used in organisations in previous areas to
present scenario. Implementing information technology service management in every
organisation is beneficial as it improves the quality of services delivered along with
optimizing the processes by increasing the transparency. It offers various benefits like
customer satisfaction, standardization of services, reducing the downtime of the service and
also contributes in the financial control. In this it is discussed how ITSM supports an
organisation as it is an art of implementing, managing and delivering the services to ensure
that updated technology is used to provide valuable services. ITSM is used as a framework in
a company to accomplish all the tasks and proving benefits of using it. In today’s era, new
technologies and strategies keep on arriving thus it is necessary to adapt to these changes.
Thus change management is discussed and it is stated why it is important to adapt to new
changes. So that innovative ideas are developed and the no challenger is able to beat the
organisation.

4 | P a g e
Case Study 1
There are various changes that can be seen in the workplace nowadays. There is a
huge transaction in today’s era from single desktop computer to multiple devices. Gone are
the days were laptops were used but now technology is so advanced that everything can be
accessed on smartphones from anywhere. Previously people use to rely on singular stack but
to meet the expectations of customer’s technology has innovated new ideas by increasing the
demand of services (Bardhan, et. al, 2017). ITSM supports such transactions by designing,
developing and enhancing the way information technology is used in an organisation. It
supports by balancing the value of complexity within an organisation by designing the
process is fast. ITSM is very beneficial in an organisation as it provides a common language
and understanding between individuals (Patsoukis, et. al, 2017). IT service management
intakes the request from employees for better understanding and focuses on increasing the
productivity. It defines the roles and responsibilities to satisfy the need users by detecting the
realistic expectations and solving them. Availability of better IT services in the business
increase the performance by providing better services at lower cost. ITSM has supported
many organisations by reducing the manual labour and completing the work automatically. It
was researched that by adopting the advanced technologies in an organisation, it is easy for
service providers to deliver the services in an effective manner. It has also helped the support
and management team of the company by keeping the backup of data and restoring the
information whenever needed (Saber, Shoar and Khoursheed, 2017). It makes sure that
downtime is reduced and the system is restored quickly without ant loss. Other than that it
can be stated that Information technology service management not only focuses on
development of IT applications but take cares of management of IT services (Axelox, 2018).
It is a set of processes that ensures that objectives are met. It focuses on the design area,