IT Service Management and Professional Culture

Running head: ITECH7400 IT SERVICE MANAGEMENT AND PROFESSIONAL
CULTURE
ITECH7400 IT SERVICE MANAGEMENT AND PROFESSIONAL
CULTURE
Name of the Student
Name of the University
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1ITECH7400 IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
Abstract
ITSM stands for Information Technology Service Management which is defined as a collection
of IT management processes. It will ultimately help the organization in delivering proper
support, design and management of IT-based services. There is large number of organization that
implements ITSM strategy consider IT as a service provider. It mainly focuses on delivering
quality services to its internal customers. It can be stated as a view of shift from traditional view
of IT to a department that manages technologies. ITSM strategy can help organization to make
an alignment of IT services and business needs along with providing benefits to internal
customer and employees.

2ITECH7400 IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
Table of Contents
Introduction......................................................................................................................................3
Discussion........................................................................................................................................3
Issues in ITSM.............................................................................................................................3
Role of ITSM in Department of Education and Training of HP.................................................4
ITSM for enhancing business......................................................................................................5
ITSM processes...........................................................................................................................7
Conclusion.......................................................................................................................................8
References......................................................................................................................................10

3ITECH7400 IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
Introduction
ITSM is the way of delivering, managing, design and improving IT-based services for an
organization that is provided to end user. ITSM is very much focused on merging both IT
process and services with the business objectives (Goldberg, Satzger & Fromm, 2016). This
particular tool helps the organization to grow and develop. The main focus of ITSM to analyze
the fact that there is proper mix up of people, technology and lastly processes which are
inaccurate place for providing value.
In the coming pages of the report, an idea has been provided with respect to present
issues in ITSM. The importance of ITSM in department of education and training. The last
section of the report deals with the role of ITSM in improving the different business processes.
Discussion
Issues in ITSM
IT business emphasize on providing services along with better customer support. At
present, ITSM come up with huge number of issues like
Customer Experience Management: With the development of technology, customer can
easily make choice with respect to different communication channel. It can be defined as one of
the methods by which people can come in contact with business (Goldberg, Satzger & Fromm,
2016). Most of the business to consumer firm can easily provide much better customer
experience where the customer can contact them in the situation of any problem.
Staff management: Employees of an organization are considered to be as one of the
biggest problems in IT business. The major issue is that with every passing year, the overall cost
of hiring and retaining skilled employees tends to increase (Wang et al., 2017). The second