IT Service Management

IT service management (ITSM) is an activity involved in designing, creating, supporting, and managing IT services. The ITIL framework is important for maintaining ITSM. This presentation covers the concepts of ITSM, the ITIL framework, governance and risks, and service operations in a business.

IT Service Management
Name of the Student
Name of the University

Introduction
 IT service management or ITSM is an entire activity
set directed by supporting procedures, organized
processes and policies (Gil-Gómez, Oltra-Badenes &
Adarme-Jaimes, 2014).
 Popular framework of ITSM is ITIL framework and it
helps in better maintenance of information
strategies.
 Customers’ requirements are well understood with
involvement of ITSM.

ITSM and ITIL Framework
 ITSM is the part of several policies, procedures and
activities that an organization uses to deploy,
management and improvement of IT service
delivery.
 The standard processes are needed to be analysed
on a regular manner and five activities include
planning, designing, delivering, operating and
controlling and these activities are required for
completing the life cycle of ITSM (Wan & Jones,
2013).

ITSM and ITIL Framework Contd..
 Information technology infrastructure library or ITIL is
referred to as an important framework of ITSM and it
contributes complete disciple of ITSM.
 It focuses on aligning of IT services by identifying
business needs and policies (Chae, 2014).
 Standard of ISO/ IEC 20000 can evaluate ITIL
framework according to the needs and requirements.

Governance and Risks
 Every business process and policy is being performed
by an organization to design, plan, deliver, operate and
even control the IT services (Lepmets et al., 2014).
 Governance and risks are required to be evaluated so
that it becomes easy to manage the entire IT services.
 An effective IT governance is the core part of ITSM
since it ensures better usage of IT for enabling
company to better achievement of objectives.

Governance and Risks Contd..
 The six principles of IT governance framework are
responsibility, strategy, acquisition, performance,
conformance and human behaviour (Cots, Casadesús
& Marimon, 2016).
 Risks are required to be removed for ensuring that a
better service and resource management is possible
for the business.
 Various strategies are made for ensuring better risk
management within the organization and maintenance
of IT governance.

Service Operations in a Business
 A common and efficient perspective of ITSM within
several IT users is IT support.
 ITIL service operation helps in dealing with all types
of issues and challenges (Melendez, Dávila &
Pessoa, 2016).
 The core value of ITIL framework is being modelled
within service strategies could be confirmed by
delivering service transition and service designing.

Service Operations Contd..
 ITSM and ITIL framework could be followed to ensure
services are being well established.
 All functions of service operation include technology
management, application management and also
management of several IT operations (Wan & Jones,
2013).

Conclusion
Therefore, conclusion can be drawn that ITSM or IT
service management is an activity, which is involved
in better designing, creation, supporting and
management of IT services. The most significant
procedures of structured delivery and documentation
are included to regularize the main processes. ITIL
framework is extremely important for maintenance of
IT service management.

References
Chae, B. K. (2014). A complexity theory approach to IT-enabled services (IESs) and service
innovation: Business analytics as an illustration of IES. Decision support systems, 57, 1-10.
Cots, S., Casadesús, M., & Marimon, F. (2016). Benefits of ISO 20000 IT service
management certification. Information Systems and e-Business Management, 14(1), 1-18.
Gil-Gómez, H., Oltra-Badenes, R., & Adarme-Jaimes, W. (2014). Service quality
management based on the application of the ITIL standard. Dyna, 81(186), 51-56.
Lepmets, M., Mesquida, A. L., Cater-Steel, A., Mas, A., & Ras, E. (2014). The evaluation of
the IT service quality measurement framework in industry. Global Journal of Flexible
Systems Management, 15(1), 39-57.
Melendez, K., Dávila, A., & Pessoa, M. (2016). Information technology service management
models applied to medium and small organizations: A systematic literature
review. Computer Standards & Interfaces, 47, 120-127.
Wan, J., & Jones, J. D. (2013). Managing IT service management implementation
complexity: from the perspective of the Warfield version of systems science. Enterprise
Information Systems, 7(4), 490-522.