ITSM and Professional Culture

Running head: ITSM AND PROFESSIONAL CULTURE
ITSM and Professional Culture
Name of the Student
Name of the University
Author Note

1ITSM AND PROFESSIONAL CULTURE
Table of Contents
Introduction:....................................................................................................................................2
Understanding of the Service Management:....................................................................................3
How the Service Management Applied in Practice:....................................................................3
Service Management Best Practices:...............................................................................................4
Creating Business Value:.................................................................................................................5
Creating Business Value in Practical Case:.................................................................................7
Development and Enhancement of Service Management:..............................................................9
Phases of ITIL:............................................................................................................................9
Processes of ITIL:......................................................................................................................11
Enhancement of Service Management:.....................................................................................12
Planning and Implementing Service Management Improvements in Practice:.............................13
Conclusion:....................................................................................................................................14
References:....................................................................................................................................16

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Introduction:
The IT Service Management or the ITSM is the reference of all types of actions which
are associated with creating, designing, supporting, providing and maintaining the lifecycle of IT
related services. The main aim of implementing the ITSM is to fulfil the needs of the
organization. By the implementation of ITSM it is ensured that appropriate mixture of processes,
peoples and technologies are there for providing values. From other perspective, the ITSM is
also considered as the art of making the business functional.
The ITSM makes the businesses functional by improving five important areas of an
organization which includes end users, services, quality, cost and business. The end users are the
peoples who uses the IT service which includes the customers and the employees. The services
are the infrastructure, hardware, applications that are provided by the information technology. In
the aspect of quality, the IT related problems are solved efficiently and effectively. In the aspect
of cost, most cost-effective way is implemented by the ITSM for most of the operations.
Regarding the business, the ITSM helps the organizations to perform the core functions of it so
that organizational goals can be achieved.
In this report, this IT service management will be evaluated briefly. The sector that has
been chosen for analysing the ITSM is the Department of Education in Australia. The crucial
aspects of the IT service management and how it can be applied in the practical scenario of
department of education in Australia will be discussed. The development process of service
management will be also assessed in this context. Finally, plan and implementation will be also
done in this report regarding service management improvements.

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Understanding of the Service Management:
Service management is considered as a specific type of system that is integral of supply
chain management. The main aim of using the service management within business aspect is
connecting the actual sales of the organization and the customers. Here, the goal of implementing
service management is maximising the service supply chains. These supply chains are more
complex when compared with supply chains of finished goods. The main purpose of supply
chain is reducing high costs by performing an integration of services and products and keeping
the level of inventory smaller.
In the aspect of service management, ITSM is very much important but with that
Information Technology Infrastructure Library (ITIL) is also crucial in this context. The ITSM
and the ITIL are not different actually, rather than they are complementary for each other. The
ITSM is some set of practices, procedures and policies which assists for management of the
services provided to the end users. In this aspect, the ITIL is considered as a framework which
teaches the best practices for the implementation of ITSM within an organization. In this way,
the ITIL becomes a crucial aspect for the positive implementation of the ITSM.
How the Service Management Applied in Practice:
Service management implementation in appropriate way is crucial so that it can function
properly. Currently, to perform the ITSM within the organization it is vital to use proper
framework for it which is ITIL in this case. The ITIL is actually a framework and it is a root of
good practices in the aspect of service management (Bowers & Morse, 2018). The framework of
ITIL is also crucial for businesses due to the fact it allows businesses to implement a baseline
and by using the baseline businesses can actually implement, plan and measure. The ITIL is also
used for demonstrating compliance and measuring the improvements.

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The ITIL library components are essentials are important for the proper implementation
of service management in practice. There are total two ITIL library component which are the
ITIL complementary guidance and ITIL core. The ITIL core is the publication which describes
generic best practices which is applicable to each organizations which provides services to a
business. In this way by using ITIL framework the ITSM is applied in practices.
Service Management Best Practices:
The best practices of service management is considered as a technique or a method which
is normally recognized as superior against any type of alternative. These practices are the
superior as it generates the results which are greater compared with those achieved by others.
Also, this can be considered as superior as it has become a regular way of execution. Here, the
best practice can be used for the assessment of the job performance within the organization by
which optimal job performance can be achieved. Here, the job performance can be measured by
comparing the job performance with the best practices so it can be determined that job
performance is lacking or not in respect of quality. The specification for best practices might
need to be updated also so that crucial learnings from performance of the job can be included.
Considering the best practice of service management, this can be important for the
organizations to achieve the ultimate goal of the business. In this aspect, the sector is department
of education in Australia. Within this sector one of the important practical aspects area is
identification of the customers. Here, the best practices of the service management can be very
much helpful in this specific practical case of proper identification of the customers. The IT
service desk offered by the ITSM can is very much useful for both of the customers and the
employees, but in the educational it can be quite different. In this aspect the IT service desk need
to create a proper environment for the students and for that best practices of the IT service

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management can be very much useful. For this practical case one of the important best practice is
the prioritization of the customers. While the ITSM is implemented within the organization it is
very much important for organization to assign the importance and the values to the individual
services and product of them which are relative to the customers. Through this best practice of
service management, the students of education department of Australia can be treated in better
way which is important for the organization. As discussed above, ITIL framework is the most
appropriate for implementation of ITSM in the organization but this framework is not the only
way for implementation of ITSM. There are others framework also that can be considered for the
ITSM implementation. Other frameworks are the TOGAF, COBIT and Six Sigma. Thus,
depending on the requirement of the business the framework of ITSM implementation can be
changed (Becker, 2017). Also, for the implementation of ITSM there is not perfect time. Thus,
the best practice of ITSM defines that there should be no waiting for perfect time for ITSM
implementation as there are nothing like the best practice for implementing the ITSM. Thus, in
this way the identification of the customers can be done in a proper way.
Creating Business Value:
In the aspect of management, the business value is actually a casual term. The business
value comprises all types of value which are used for determining the well-being and the
organizational health for the long run cases. The concept of value of the organization is expanded
by the business value beyond the economic value so that other forms of value can be also
included including the supplier value, employee value, alliance partner value, customer value,
channel partner value, societal value and the managerial value. The business value is also
considered as the entire value of the business which includes both of the intangible and tangible
assets (Pearson, 2016). In more simple way the business value is the covers both of the non-

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monetary and monetary values of a firm. The business value can be manipulated by the
management of current project in an effective way (Weed-Schertzer, 2019). All of the
organizations aim to achieve the business value for the activity they perform. There are several
of ways for measuring the business value which includes profitability, revenue, customer loyalty,
brand recognition, customer retention and satisfaction of the customers.
There is a deep relation among the management of IT service and the value of business.
The ITSM can assist the organizations to achieve business value from different of aspects. As the
business value of the organization is heavily dependent on the processes of ITSM (Seddon et al.,
2017), it is crucial to improve the IT service management in a constant manner so that business
value of the organization also increases with the time. In this aspect, continuous service
improvement plays an important role. The continuous service improvement is accountable for
management of the enhancements to the processes of ITSM and IT services. In this aspect,
through the continual service improvement the overall performance of the IT service provider is
evaluated on a constant basis and depending on that improvements are done to the processes, IT
infrastructure and IT services. This improvements over the time is done so that effectiveness and
efficiency can be increased and cost effectiveness can be achieved.
The continual service improvement is important in this context as it aims to provide
business value. The delivery of business value is confirmed by the continual service
improvement by conforming that implementation of service management provides benefits for
business in a constant basis (Kaiser, 2017). There are some important aims regarding continual
service improvement. The first objective is analysing, reviewing and providing recommendation
regarding where the improvements can be done throughout the lifecycle. Another objective of
continual service improvement is reviewing and analysing service level achievements while

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compared with the target. Also, the continual service improvement aims to implement and
identify individual activities so that service efficiency, effectiveness and quality of the ITSM
processes can be improved. Also, through the continual service improvement quality
management methods are implemented so that continual improvement activities can be
supported.
The continual service improvement provides the value to the business in four important
ways which are benefits, improvements, return on investment and value on investment (Shrestha,
Cater-Steel & Toleman, 2016). For the improvements the organizational outcome becomes much
better while compared with the previous state. The benefits are the gains which are accomplished
through the improvement which has been implemented. The return of investment is the
difference among cost of achieving the benefits and the actual benefit. The value on investment
is the extra value that is developed by the enhancements including the outcomes and non-
monetary benefits. In this way improvements in the services create the business value for the
organization.
Creating Business Value in Practical Case:
Here, the services of ITSM also creates the value for business in the practical case. In this
aspect of department of education in Australia designing the experience for the customers is
crucial. In this case the main customers are actually the students for the department of education
in Australia. Thus, it is important to design a proper experience for them. The actual
communication with the customers can be difficult due to variety of customers and variety of
need of them. In any instance it is quite possible that the thousands of students and the faculties
are emailing and calling at the office of technician for any type of query. In this aspect, the
experience of students and faculties need to be simplified for a better experience. For this, it is

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very much important to implement a single type of solution which will be functional for
everyone. Thus, by the implementation of ITSM a service desk solution can be implemented in
this case (Krishnan & Ravindran, 2017) within the department of education in Australia and this
service desk should be operational 24/7. This service desk will be organising important data so
that easy access can be achieved from all communication lines. The main idea in this case is
providing an effective support despite of having different types of variable within the education
department of Australia.
Another practical in this case is the IT asset management. The management of IT asset is
crucial aspect, which most of the organization tries to improve. In this case also, for the
department of education of Australia, it is quite important to improve the IT asset management of
them. The current generation of the students are tech savvy. So, they like to learn something new
through the digital systems and technology. Due to the fact, it is crucial for the education
department of Australia to properly manage their IT assets. Here, by proper management of the
IT assets minimal software system will be required and the overall technology will be
streamlined for a group of students. While using the technologies in the educational sector there
are some drawbacks of it. While technical gadgets are assigned to the students, they can be
reckless with it and it can cause damage to those expensive assets. Also, in this aspect it becomes
very much difficult to assign the responsibilities of devices which are traveling with the students.
Here, for proper IT asset management the ITSM plays an important role as it can be effectively
help in this case (Verheij, 2018). By the use of ITSM, administration will achieve a proper
visibility on the lifecycle of each of the individual assets. Here, it can be assessed that whom
with the device has been, where the device was and for what purpose the assigned device has
been used. Also, the assets can be configured in an holistic way so that it can fulfil the needs of

9ITSM AND PROFESSIONAL CULTURE
group of students. The ITSM will also make the updates, repairs and purchases of these IT assets
much easier for the technology of education department of Australia.
Development and Enhancement of Service Management:
For advancement of a proper IT service management it is crucial to align the IT services
with the actual need of business and in this case the business aspect is the educational sector of
Australia. In this aspect for the alignment of business need with the IT services the Information
Technology Infrastructure Library or the ITIL is crucial. Thus, for the proper development of
ITSM the ITIL plays an important role (Love & Ness, 2016). The phases and the processes
related with the ITIL are crucial for proper progress of IT service management. In the following
section these phases and processes of ITIL are discussed briefly.
Phases of ITIL:
Currently, there are total five phases which are related with the development of the
service management. These five phases are discussed in the following section.
Service strategy is first stage or phase of ITIL that is related with the ITSM development.
The service strategy is the stage of service lifecycle and it gives important guidance regarding
development, design and implementation of the ITSM (Kloeckner et al., 2018). By proper
service strategy it can be easily understood that how the service strategy need to be developed so
that business can achieve a discrete advantage. At the time of service strategy, businesses will be
determining the target market of its how the organization can differentiate itself from other
competitors in the market. Also, by having an appropriate strategy, the department of education
of Australia will be achieving a proactive and productive approach regarding the business
processes.

10ITSM AND PROFESSIONAL CULTURE
Service design is the next phase for service lifecycle that is associated with ITIL. The
service design delivers important guidance regarding how development and design of ITSM
processes and the services need to be done which will be supporting service strategies which has
been developed already. Through the service design it can be also learned that how the service
plan will be preparing business leaders and the IT professionals to mitigate the worries of the
customers is an effective way.
The next phase is the service transition phase which is associated with the service
lifecycle. This phase of the service transition teaches IT professionals and the business associates
of them to handle changes in a creative way (Mora et al., 2019). Here, the service transition
provides important guidance regarding effective and efficient transition of new and changed
services within the operation without unsettling other types of processes and the services.
The following phase of the ITIL is the service operation phase. The service operation
stage regarding service lifecycle delivers important guidance related with practical aspects of
daily business operations. The IT department of the organization is mainly responsible for
keeping the important aspects of the business smooth, efficient, reliable and cost effective.
Important processes and the activities related with this phase ensures that customers get ultimate
service with having minimal of disruptions and interventions. The service operation of the ITIL
actually gives attention on providing value for both of the service provider and the customers.
The fifth phase associated with the ITIL is the continual service improvement. The
continual service improvement defines that if there are no changes within the organization, still
there are room is available for the improvements and development of the IT related services
(Wang et al., 2017). As already discussed above, the continual assessment is the key so that it

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can be understand where the improvements can be done. In this way improvements can be done
in the overall IT infrastructure.
Processes of ITIL:
The service strategy of ITIL includes examination of current needs of the market and
creation of the plan regarding the services so that important needs of the market can be fulfilled.
The service strategy includes total five separate processes. These five processes are discussed in
the following section.
The service portfolio management is related with the portfolio management of all the IT
services which are offered. By service portfolio management it is ensured that delivered services
are aligned with service strategy goals.
The financial management is on the centre of financial services and spending. These
includes accounting, budgeting, and charging activities regarding the business. The financial
aspect management also manages the charges for providing facilities while the service value is
maximized.
The next process is the strategy management for IT services and this includes IT services
examination among overall market position. The strategy management also includes analysis of
the market, planning regarding potential expansion of the market and reviewing the current needs
of the customers.
The demand management is another process in this context. The demand management is
the process of assessing demand of the customers against the provided service. In this way,
demand of the customers, availability, balance with the capacity and the provided service type
can be understood. All of these are the part of demand management.

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The last process associated with the ITIL service strategy is the business relationship
management, which is also considered as the final process. The business relationship
management is associated with maintaining and creating customer relationship, understanding
the current needs of the customers and providing important services so that all of those needs of
the customer can be fulfilled.
Thus, in this case by the utilization of ITIL framework phases and processes IT service
management can be developed. With the enhancement of the IT service management it is also
crucial to enhance the whole IT service management. In the following section important ways for
improving the IT service management is discussed.
Enhancement of Service Management:
For the enhancement of the service management it is crucial to definine the service
management strategy. In this aspect it is crucial to define own unique strategy for the service
management depending on the business need. This will be helping in overall improvement of the
IT service management. The ITSM can also face several of problems. Here, technologies can be
used for solving the problems regarding ITSM (Al-Hawari & Barham, 2019). By the use of
technology in ITSM there will be advantage gained by the ITSM which will be helping in overall
enhancement of the service management. Also, another crucial way for the enhancement of the
IT service management is employment of ever-evolving ITSM knowledge base. This knowledge
base can be created documenting common problem-solving techniques in ITSM. In this way
overall service management can be improved also.

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Planning and Implementing Service Management Improvements in Practice:
Improvement of the service management with the time is very much important for the
organizations and businesses. Thus, it is crucial to plan properly and implementing the service
management improvements. In this specific case the service management is related with
department of education in Australia and currently in practice. For this current practice of service
management specific type of improvements is required depending on the requirement of the
business. In the following section the potential improvements for IT service management in
department of education in Australia is discussed.
Here, one of the major plans for service management implementation is improvement in
the current practice is introduction of metrics. While the ITSM is functional in the department of
education in Australia it is important to measure that how well the service management is
functioning and for that metrics is one of the best ways (Kosasi et al., 2018). By the
implementation of metrics various aspects of ITSM can be measured. As the measurement data
will be gathered from the metrics goals and benchmark can be set regarding the improvement of
ITSM.
In this case implementation of a better tool is another option for improving the IT service
management. Considering the business aspect of education department of Australia there are
various of tools are available which can be implemented for appropriate IT service management.
Though there are various of tools are available, not all the tools are same. Thus, appropriate tools
need to be selected. In this case cloud-based tool is one of the best ways that can used for
improving service management as by implementation of this tool both students and tutors will be
able to get important services remotely.

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Lastly, integration of the IT is another important way for bringing improvements in the
IT service management offered by the department of education in Australia. Here, the ITSM can
be improved by the integration of IT across all the units of business (Shrestha, Cater-Steel &
Toleman, 2016). By the integration of IT in business the efficiency of ITSM can be enhanced
which will be helping in improvement of ITSM.
Conclusion:
The above discussion implies that ITSM is one of the important ways for improving
overall perspective of business process. Businesses become more effective and efficient by the
implementation of IT service management. This report has discussed the ITSM that has been
analysed within the department of education in Australia. In this discussion first the service
management has been understood properly and how service management is applicable within the
current practice has been evaluated. Following that, the best practices associated with the service
management has been evaluated. The ITSM is also capable of creating business value within the
organizations. Thus, how the IT service management develops the business value is discussed in
this report. Specific discussion has been also done regarding how the ITSM can create the
business value within the department of education in Australia. Also, how the enhancement and
development of the service management can be done has been discussed in this report. Here, it
has been assessed that ITIL plays a crucial role for the development and enhancement of IT
service management. Thus, important phases and processes associated with the ITIL has been
discussed in this report. Further, planning and implementing service management improvements
within the current practice of department of education in Australia has been discussed.

15ITSM AND PROFESSIONAL CULTURE
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