IT Service Management

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.