IT Service Management: Processes, Functions, and Metrics

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

1IT SERVICE MANAGEMENT
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.

2IT SERVICE MANAGEMENT
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

3IT SERVICE MANAGEMENT
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