Problem Management and Professionalism in IT Service Management


Added on  2019-09-22

10 Pages4416 Words62 ViewsType: 62
Service IT andManagementITECH-7400
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WEEK 1 – Lecture Summary:This lecture is based on ITIL and ITSM approaches that are practiced in the IT organizations to meet the standards of IT market and have a proper management. There has been short discussion on what is good and bad practice. Overall ITIL framework, models and its core values are explained in this lecture. Let us summarize the lecture.There are some important keywords that have been defined like IT, Service, customer and user. Then ITSM is explained which include complete set of activities required to provide service to an organization, including policies and strategies. ITSM as a profession seeks to use its influence through the development of good practice guidance and advice in order to improve the standard of performance in its given field.[ CITATION Osg06 \l 1033 ]To follow the standards of organization, there are some practices that have to be followed. They can be good or bad. It is always recommended to follow good practice. Letus have a look at both. A ‘best practice’ is a method or technique that has been generally accepted as superior to any alternatives because it produces results that are superior to those achieved by other means, or because it has become a standard way of doing things. Enterprises should not be trying to ‘implement’ any specific best practice, but adapting and adopting it to suit their specific requirements. They may also draw upon other sources of good practice, such as public standards and frameworks, or the proprietary knowledge of individuals and other enterprises.Next we talk about ITIL in detail which is infrastructure library. It is not a technology or a standard; it is a framework which recommends following good practices in order to run the show smoothly. ITIL allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.There is also a small introduction to COBIT which means Control Objectives for Information and Related Technology. Provides both good-practice and best-practice frameworks for IT management and IT governance. COBIT is broader than ITIL in its scope of coverage. ITIL focuses on ITSM and provides much more in-depth guidance in this area. Every service provider has some service models that drive its functionality. A service model describes how a service provider creates value for a givenportfolio of customer contracts by connecting the demand for service from the assets of its customers with the service provider’s service assets. It describes both the structure and the dynamics of the service. To fulfill the requirements, there are certain roles that need to be carried out by different individuals to sustain the processes. ITIL defines four generic roles: Process owner, process manager, process practitioner, and service owner.
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Week 2 – Lecture Summary:This outlines some important aspects of governance and risk. While delivering the services, there hasto be some strategies, design and transition to make the service work and meet the requirements of the client. Same has been discussed in this lecture. Governance is central to the sound operation andmanagement of all healthy organizations. It covers various policies, processes and structures established by senior management to ensure the smooth running and effective control of the organization. ITIL describes the framework of the governance that should be applied in the organizations. The ITIL framework can be a key part of the foundations for excellent IT governance. IT is a service business, and the adoption of ITIL service management practices is an effective way to address IT governance. With every service delivery, comes a factor called risk which is known to both the parties. Risk is defined as a possible event that could cause harm or loss, or affect the ability to achieve objectives. Risk can also be defined as the uncertainty of outcome (a range of outcomes). The effective management of risk, an important issue for all successful organizations, is a key component of governance.there are four Ps that make up the core of service strategy and they are: Strategy as a Perspective: relates to vision, direction and IT service provider’s philosophy for doing business with its customers.Strategy as a Position: describes strategy in terms of IT service provider’s general approach to its service offerings (e.g. high value or low cost, emphasis on utility or warranty); Strategy as a Plan: describes strategy as a plan showing how the IT service provider will move from where it is today to where it wants to be; Strategy as a Pattern: describes strategy as a consistent way of making decisions.Strategies are made according to the type of IT customer. They can be internal service provider: In-house IT unit typically positioned within the business. External service provider: This is a separate commercial entity from the businesses it services, and operates as a competitive business in the marketplace.There is a requirement of keen understanding of requirements in order to develop an effective strategy. New services must fit into the framework of existing services and any other new services with which they will likely share common services and compete for resources. At an early stage in the development of the service strategy, the initial, conceptual details of the newservice will be captured in the service portfolio and the new service will begin its journey through its lifecycle. Service design has an important role to play in supporting continual service improvement and is as important for managing changes to existing services as it is in designing new services. A
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