IT Service Management: Processes, Functions, and Metrics

This report covers the different processes, functions, and metrics involved in IT service management. It discusses the service lifecycle, management of demand, financial management, security of information, and more. The report also explains the Deming cycle and its benefits for continuous quality improvement.

Running head: IT SERVICE MANAGEMENT
IT SERVICE MANAGEMENT
Name of the Student
Name of the University
Author Note

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Executive Summary
The report deals with the assignment of analysis of content. The report deals with the service
management of information technology and the different processes and functions that are
related with the service management of Information technology. The report focuses on the
service management and the terms that are related with the service management. The report
discusses about the lifecycle of the services. The report also deals with the functions and
procedures of the service management. The report has a detailed discussion about the metrics,
measurement and the cycle of deming.

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Table of Contents
Introduction................................................................................................................................3
Week 1- Introduction to Service Management..........................................................................3
Week 2- Service Lifecycle.........................................................................................................5
Week 3- The Service lifecycle (continued)................................................................................6
Week 4- The processes and functions........................................................................................7
Week 5- The processes and Functions (continued)....................................................................9
Week 6- The processes and functions (continued)..................................................................10
Week 7- Measurement, Metrics and Deming Cycle................................................................11
Conclusion................................................................................................................................12
References................................................................................................................................13

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Introduction
The report deals with the assignment of content analysis. The report deals with the service
management of information technology and the different functions and procedures that are
related with the service management of information technology. The report focuses on the
service management and the terms that are related with the service management. The report
discusses about the lifecycle of the services. The report also deals with the functions and
procedures of the service management. The report has a detailed discussion about the metrics,
measurement and the deming cycle.
Week 1- Introduction to Service Management
The slide introduces with the keywords user, IT, service and customer. Information
technology is the service provider. Service is the means of providing value to the clients or
customers. Customers are the people those who pay the money to use the services of IT and
the user are those people who uses the services without paying any money. Service
management of IT are the set of tasks that are required to provide services to a company. The
policies of ITSM are:
 Plan
 Design
 Deliver
 Operate
 Control
IT service management can be regarded as a profession and as a profession it pursues
to use its influences through the development of practices that are good and advice to
improve performance standards in the field that is given. In ITSM, there can be best practises
and good practices. Best practices are the methods that can be accepted as superior to any of

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the alternatives that are present. Good practices are the practices that the enterprises draw
their source from such as the standards of public and the frameworks.
Infrastructure Library of IT is evolved as a framework for the enterprises to execute
the service management of IT. It is not regarded as a standard but it is a structure that is a
source of practice that is good in the management of services. The components of library of
ITIL are the ITIL core that consists of the publications describing the practices that are best.
The other components are ITIL complementary guidance that consists of publications with
guidance that is specific to the industries and the functions, processes and the steps of
lifecycle.
The lifecycle of service is a technique to the service management of IT that highlight
the importance of control and coordination across different functions.
The lifecycle of services include:
 Operation of service
 Transition of service
 design of service
 Strategy of service
 Improvement of service that are continual.
Service model means how a provider of services creates a value for a portfolio that is
given of the contracts of customer by connecting the demand for the services from the
customer’s assets. A service model includes:
 Diagrams of workflow
 Process maps
 Activity patterns
 Queuing models.

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Week 2- Service Lifecycle
The lifecycle of service consists of four outlines that are risk and governance, strategy
of services, design of services and transition of services.
Governance is main part to the management and operation that is sound of all the
organization that is healthy. It covers the different procedures, policies and the structures that
are established by the management that is senior to make sure the effective control and the
smooth running of the company.
Risk is defined as an incident that can cause loss or harm or can affect the capability
to accomplish the purpose. The risk management that is effective is an essential issue for all
the organizations that are successful. It is an important component of governance
There are some key processes in the service strategies. The important procedures in
the strategy of services are:
 The business relationship management
 Management of service portfolio
 Management of financial for the services of IT
There are four P’s of strategy. They are:
 Strategy as a plan
 Strategy as a pattern
 Strategy as a perspective
 Strategy as a position
Service design is the task of organizing and planning communication, infrastructure,
and components of materials and people of a service in order to upgrade its interaction and

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quality between the customers and providers of services. The design of services creates
solutions in order to meet the requirements. The procedures of design of services are focussed
on the operation control. The design of services provides:
 Easier and faster introduction of changes and services those are new.
 Better capability of measurement in order to support the decision-making.
Service transition is a step in the servile lifecycle of information technology. The aim
of transition of services is the delivery of service that is operating for the businesses that are
targeted. The input of the service transition includes the package of design of services that
was created during the stage of design of the service. The output of service transition is to
delivery of all the components and the parts of services in the conditions that are operational
for the next stage.
Week 3- The Service lifecycle (continued)
This consists of the service operation, business relationship management and
improvement of continual services. .
Operation of services is the everyday service management of IT and activities of
‘business as usual’. The operation of services is where the value that has been modelled in the
strategy of the services and confirmed through the design of the services and the service
transition in delivered actually.
There are four balances of operation of services. They are:
 Quality of service versus cost of service
 Reactive versus proactive
 Internal IT versus external business view.
 Stability versus responsiveness

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Improvement of continual service is answerable for administering the developments
to the services of IT and the procedures of ITSM. The performance of the provider of
services of IT is measured continually and the developments are made to the procedures,
services of IT and the infrastructures of IT to increase effectiveness, efficiency and the
effectiveness of cost. The purpose of CSI is to deliver the values of businesses by ensuring
that the implementation of the management of services continues to deliver the benefits of the
business that is desired.
The business relation management is the procedure that makes enables the managers
of the business relationship to give the links between the customers and the service providers
at the tactical and the strategic levels. The management of business relationship aims to
continue a relationship that is positive with the customers. The purpose of the management of
business relationship is to support a relationship that is productive and effective between the
customers and the service providers.
Management of service level is a segment of the design of services. Its goal is to settle
with the agreements of level of services with the clients and to design the services according
to level of services targets that are agreed.
Week 4- The processes and functions
This consists of the management of demand and the management of financial for the
services of IT.
The management of financial for the services of IT is a procedure inside the stage of
strategy of service of a service lifecycle of ITIL of IT. It has three main procedures.
 Accounting
 Charging
 Budgeting

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The purpose of this is to manage the money and to spend the money wisely. The risks
that are related to finance are identified and effectively managed.
The objectives of the financial management are to build a system that is effective for
the financial planning and budgeting. The allocations of budgets and the plans that are
financial are aligned with the portfolio of the services. Another objective is to identify the
financial risks and they are managed fully.
The financial management has relationship with the other procedures of management
of service. The important interactions are with:
 Management of service portfolio
 Management of service level
 Management of capacity
 Service configuration and management of assets
In ITIL, demand means source of work. The demand management avoids spend on
capacity that are not necessary in the levels of the services that is caused due to fluctuations
in demand or workload. The procedure of management of demand is necessary for two
reasons:
 The rate of arrival of work is not at all steady. There are crests and troughs over the days
and the hours.
 The fluctuations are in demand and the challenges are there in providing the amount of
right capacity is the sources of the risks that the providers of services should reduce.
The purpose of the management of demand is by optimizing the capacity use by
moving the workload to the resources that are less utilized. The objectives of management of
demand is codifying and characterizing the activities of business into recognizable and
particular patterns that have a profile of consumption of services that is common.

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Week 5- The processes and Functions (continued)
This consists of the management of capacity and the continuity management of IT
services
Management of capacity is the practice of sizing the resources of IT in order to meet
the future and the current needs. The management of capacity is a part of delivery of services
of ITIL. Management of capacity that is effective is not reactive but proactive. Those who are
doing well are capacity management ensures that the service and the business requirements
are met with the resources of IT that are minimum.
The purpose of management of capacity is to make sure that there are sufficient
resources of IT in order to please the future and the current needs of the business. The object
of the management of capacity is to maintain and produce a plan of capacity, examining the
effect of change on the plan and the performance of the resources and the services. It
contributes to meeting the levels of service by managing the capacity and the performance of
the resources and the services.
There are various types of management of capacity. They are:
 Management of component capacity
 Management of service capacity
 Management of business capacity
The role of the capacity manager is to make sure that the infrastructures, the services
are able to supply the capacity that is agreed, and it targets the performance in a timely and in
a manner that is cost effective. The manager of the capacity considers the resources that are
needed in order to provide the services and the plans for the needs of the business that are
long, short or medium.

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Continuity management of IT services aim is to administer the risks that can affect the
services of IT seriously. This procedure of ITIL makes sure that the providers of IT services
can provide agreed service levels that are minimum. By minimizing the risks from the
incidents that are disaster to a level that is acceptable and plan for the recovery of the services
of IT.
The purpose of the continuity management of IT services is to support the continuity
of management by making sure the resources of IT, services and the system can be reinstated
that is within the timescales that are agreed in the event of an incident that is major.
The aim of the continuity management of IT services is to establish and maintain the
continuity plans of the IT services and the plans of recovery. To examine the effect of
changes and take an action that is appropriate in order to continue to provide the needed level
of protection.
Week 6- The processes and functions (continued)
This consists of management of security of information, the management of problem
and the seven-step development procedure.
The management of security of information describes the controls that an enterprise
requires to execute to make sure that it is administering the problems sensibly. The
information security management is a segment of design of services of ITIL.
The goal of ISM is to be a central point for the management of all the tasks that is
concerned with the security of information. To enforce and maintain a information security
policy that is effective. To make sure that ISM is able to meet the risks of security that will
happen in the future. The management of problem is the procedure that is responsible for
directing the lifecycle of the problems that occurs in a service of IT. The management of

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problem give value to an enterprise by minimizing, mitigating and avoiding the effect of
impact of business.
The purpose of this procedure is to manage the problems lifecycle from elimination to
identification by determining the cause and then applying the changes that is necessary in
order to prevent the recurrence. The aim of this procedure is to prevent the issues and the
incidents that are resulting from occurring. To stop the incidents those are in repeat from
happening.
The seven-step process of improvement is the procedure that is within the
improvement of service part of the lifecycle that is continual. It gives repeatable and effective
way to identify and apply the improvement to any aspect of the provision of service in any
part of the lifecycle of service.
The purpose of this procedure is to undertake efficiently and consistently an
improvement cycle that is based on defining the stages required to gather, identify, define,
implement and analyze the improvements as the building blocks that is basic of improvement
of services that are continual. The objective of this process is to define some measures that
are relevant o the requirements of the business and that will support the identification of the
improvement opportunities that are effective.
Week 7- Measurement, Metrics and Deming Cycle
This consists of the metrics, measurement and the deming cycle.
Measurement is nor a function neither a procedure. It is precondition to the
development. In order to make a development someone has to recognise that something is
wrong and then understand the reason for being wrong.

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The goal of measurement is to authenticate the previous decisions. To justify with the
evidence that is factual. To direct is to measure the set directions for the tasks to meet the
targets that are set.
A metric is something that is reported and measured in order to help support a
process. The metric should encourage the behaviour that is correct. The metrics should be
unambiguous.
The cycle of deming is a model of continuous quality improvement that consists of
sequences that are logical. There are four steps to learning and improvement. They are plan,
do, checks and then act.
The objective of the deming cycle is to improve the continual service. It can be used
to improve the procedures of management that is in an organization. The benefits of the
deming cycle are:
 Process of solving problems
 Project management
 Development of vendor
 Continuous development
Conclusion
The report concludes with the different terms that are related to the management of services
and the service management of IT. The report focuses on the management of services and the
terms that are related with the management of services. The report discusses about the
lifecycle of the services. The report also deals with the functions and procedures of the
management of services. The report has a detailed discussion about the metrics, measurement
and the deming cycle. The report has a good understanding of the IT service management and

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their importance in the organization. The company must follow them in order to be successful
and be secured.

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