IT Service Management

Running head: IT SERVICE MANAGEMENT
IT Service Management
Name of the Student
Name of the University
Author’s Note:

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IT SERVICE MANAGEMENT
Table of Contents
1. Introduction............................................................................................................................2
2. Discussion..............................................................................................................................2
2.1 ITSM and ITIL Framework.............................................................................................2
2.2 Governance and Risk Management with ITIL Framework.............................................5
2.3 Service Operations in a Business with Case Study Example...........................................7
3. Conclusion............................................................................................................................10
References................................................................................................................................11

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IT SERVICE MANAGEMENT
1. Introduction
ITSM or IT service management can be stated as the complete set of activities that are
directed by policies, structured and organized processes as well as supporting procedures
(Marrone et al., 2014). The various frameworks of IT service management are being
influenced by all other standards as well as adopted concepts from these frameworks. The
frameworks of ISTM or ITIL (Information Technology Infrastructure Library) are required to
be considered on a priority basis and hence management of the IT services is required
(Trusson, Doherty & Hislop, 2014). This IT service management is even needed for
maintenance of better information strategies and services in a high level.
The most significant objective of an organization is to foster the subsequent
exchanging of experiences as well as ideas between the respective users of ITSM frameworks
(Amanatullah et al., 2013). A better management of IT services is required for the customers’
requirements and with the help of these frameworks, it becomes quite easier to deal with the
issues and complexities in a better manner. There are some of the major and the most
important and significant international standards as well, which make it easier to manage and
deliver the IT services (Wan & Jones, 2013). The following report outlines a brief discussion
on ITSM or IT service management with few other details like governance and risk, service
operations and ISTM and ITIL frameworks.
2. Discussion
2.1 ITSM and ITIL Framework
ITSM or information technology service management can be termed as all types of
activities, procedures and policies, which any specific company utilizes for the significant
purpose of deployment, management as well as improvement of the service delivery of
information technology (Huang & Rust, 2013). These specified organizations eventually

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IT SERVICE MANAGEMENT
utilize a previously defined framework for the best practices or standard processes and hence
providing the most effective and significant disciplined approach for successful
implementation of information technology service management. There is a complete set of
activities or actions, which are needed for providing major services to the company after
inclusion of strategies and policies and these activities are required for completing the life
cycle of IT service management (Mora et al., 2014). The five activities of this type of
management are as follows:
i) Planning: The first and the foremost activity in the IT service management is
planning. An effective and efficient planning is extremely important for eradicating all types
of complexities and issues that are extremely common for information technology service
management (Cots, Casadesús & Marimon, 2016). This particular activity is solely required
to ensure that any type of issue or complexity is not affecting the IT services under any
circumstance.
ii) Designing: The second important and significant activity in this IT service
management is designing. The entire process of ITSM should be designed effectively so that
it becomes much easier for the organization to deal with issues in future and thus ensuring
safe and secured IT services (Osborne, Radnor & Nasi, 2013). Moreover, customers’ needs
are well fulfilled in this manner.
iii) Delivering: The third activity is delivering IT services that are being offered to the
respective customers (Willcocks, 2013). When the customers are getting services as
demanded, the organization would get major competitive advantages in business.
iv) Operating: The next vital activity is operating the IT services. The various IT
services should be in operating modes so that there is no issue regarding the management of
IT services and processes and customers are well satisfied (Jäntti & Hotti, 2016).