Information Technology Service Management: ITSM Overview and Analysis

This report provides a comprehensive overview of Information Technology Service Management (ITSM), including its structure, the ITIL methodology, and its benefits for organizations. The report delves into the application of ITSM within Wipro, examining how the company utilizes ITSM to manage IT services, meet customer demands, and improve service quality. It explores the changing role of IT services within Wipro, highlighting the implementation of new modules and tools like Tools Assessment-as-a-Service (TaaS). The report also identifies success factors for ITSM implementation, such as proper planning, employee interaction, and process assessment. Finally, it discusses the future of ITSM, including trends like 'as-a-service' models and the growing importance of cloud computing. References from academic sources are included to support the analysis.

INFORMATION TECHNOLOGY SERVICE
MANAGEMENT

INTRODUCTION
ITSM or Information Technology
Service Management is application of
ITIL (Information technology
infrastructure library) services to
provide It management services to
organizations (Almeida, de Vasconcelos
& Pestana, 2018). ITIL contains the
guidelines for the company to address
management challenges and provide
effective measures to utilize the new
technologies. ITSM addresses issues
and services efficiently and provides
effective solutions, Organizations use
ITSM to smartly remove issues and
increase opportunities of growth and
development in the market. ITSM
helps organizations to improve
business with its cost effective
measures which are efficient. ITSM
overall benefits organizations greatly.

STRUCTURE OF ITSM/ITIL

METHODOLOGY OF ITSM

BENEFITS OF ITSM/ITIL

Graphical representation of the benefits of ITSM

ITSM IN WIPRO
 Wipro services ITSM services are used widely and Wipro in
itself uses ITSM to manage the aspects of IT services.
 The rise in the use of ITSM processes have increased in the
past few years and have shown significant improvement.
 The relentless customer demand is easily met by the use of
ITSM program and the quality of service offered have also
improved.
 The company has benefited from its product and the share
prices have gone up.

IT SERVICES AND
CHANGING ROLE IN
WIPRO
 ITSM services provided by Wipro
have changed dramatically from the
past decade.
 Wipro are constantly implementing
new modules into their IT policies and
experimenting to develop new ones.
 The demand in the market involve
capex expenditure.
Wipro’s Tools Assessment-as-a-
Service (Taas) is widely used as it is
cost effective and provides more
value.
ITSM process and programs in Wipro
have been modified to cater to the
numerous needs of the organisation
to remain competitive in the market.
ITSM caters to the ever ending
demand of the customers in the
market.

SUCCESS FACTORS IN WIPRO
 Determining the right individuals for the job.
 Proper technology and process planning.
 New strategy development and implementation.
 Improve interaction among employees.
 Assessment of the process and maturity level of ITSM to understand
the working and current condition (Ciesielska, 2017).

Graphical representation of Wipro’s share price

FUTURE OF ITSM
 The future of ITSM or Information System Service Management will
see transitions in relation between the IT services and government.
 AS-a- service will become the prominent service.
 Cloud-counting services and process will channel huge investments
in ITSM programs and services (Anderson, & Bishop, 2018).
 ITSM will be commonly used to respond to complex issues in
enterprises (Ramsden, 2018).

References
Almeida, T., de Vasconcelos, J. B., & Pestana, G. (2018, June). A
knowledge management architecture for information technology
services delivery. In 2018 13th Iberian Conference on Information
Systems and Technologies (CISTI) (pp. 1-4). IEEE.
Anderson, J., & Bishop, R. (2018, September). An ITSM For A New Era:
Leaving A Self-Supported Internal Legacy System For A Brighter
Future In The Cloud (s). In Proceedings of the 2018 ACM on SIGUCCS
Annual Conference (pp. 111-113). International World Wide Web
Conferences Steering Committee.
Ramsden, G. (2018). Agile ITSM Transformation.
Ciesielska, M. (2017). Implementation of ITIL Service Lifecycle in small
and medium-sized enterprises of Polish ICT sector. Information
Systems in Management, 6.