IT Service Management: Practical Application and Implications Report

This report delves into the concept of IT Service Management (ITSM), emphasizing its role in maximizing business value through Information Technology (IT). It explores the practical application of ITSM, including implementation plans based on the four Ps (people, product, partners, and processes) and the importance of adapting to evolving customer requirements. The report also examines ethical philosophies and considerations within ITSM, particularly regarding governance and the impact of technology. Contemporary approaches like mobile devices, customer segmentation, and cloud computing are discussed. Cognitive and practical approaches for IT professionals are highlighted, along with a case study on potential ITSM improvements for Kmart. The report concludes with references to relevant literature.

IT Service
Management
Practical Application and Implications

Concept of IT Service
Management
• The concept of ITSM or IT Service Management is a developed
concept in the organizations mostly focusing on the Information
and Communication Technology or ICT bases. This developed
concept helps in the maximization of the value in business that
focuses on Information Technology (Morana, Gerards & Mädche,
2015). The gathering of the business value with Information
Technology implementation and benefits is what business
organizations are provided with when the IT Service
Managements when they are implemented within an organization.

IT Service Management and its
application in practise
• The implementation plan for an IT Service management in
any organization depends upon the four Ps in the ITSM
plan. The fours Ps include the people, the product, the
partners and the processes. However, it is also to be kept
in mind that the business organizations should also
consider how the implementation plan should be carried
out and how the business structure needs to prepare itself
before the implementation begins.

Implementation Plan
• This implementation plan would also make out the graph of changing
requirements of a customer base. This is because, the company already
has an account of the customer requirements in the previous times and
now, the implementation plan would also include how the new
requirements of the customers would be taken into account (Krishnan &
Ravindran, 2017). This would make sure that the implementation follows
the graph of the future requirements of the customer to provide them
with enhanced services. The implementation plan should also have the
specifications to focus on the technology that needs to be implemented
to make sure that the business value and network focus is considered.

Ethical philosophy and theories in IT
Service Management
• When it comes to the interference of Information and
Communication Technology within an organization, there
have been various reports about ethical misconducts and
issues within an organization. Implementing the ITSM
technology within the organization only means making the
organization be available for its services to the entire
world with the help of website and mobile application.
Therefore, any misconduct from the end of the
organization would make it easier for identifying.

Ethical Philosophy
• The ethical considerations and governance is considered
to be one of the most factors in establishing a good IT
Service Management. This has the potential of governing
the total effectiveness of the ITSM feature within the
organization. It has been found that previously the
organizations used to consider the governance of the
company to be axiomatic and researches have also
depicted the same.

Contemporary approaches for dealing
with the social impact of technology
• The Mobile Devices: There are various organizations,
even large scale organizations like Google, that is entirely
based upon the website models. However, these
organizations have also thought about implementing
mobile compatibility mode for their websites as they have
understood that the customer requirements that has
evolved in the latest times. It has been found that the
requirements of the customers have changed in the latest
times due to the extreme use of mobile phones

Contemporary approaches for dealing
with the social impact of technology
• Customer Segmentation: With the implementation of IT
Service management within the organizations, information
generation within the organization have become
increasingly heavy in amount (Melendez, Dávila & Pessoa,
2016). The information generation helps in the
understanding of the nature of an organization and also
deals with finding the correct customer base for the
organizations

Contemporary approaches for dealing
with the social impact of technology
• Cloud computing: This is a technological advancement
that has been introduced in the latest era which allows a
business organisation of any size remove all of their
business operation to a third party server that is
excessively accessible with the help of internet
connectivity.

Cognitive and practical
approaches
• Cognitive approaches for IT professionals: The IT professionals
have applied various kinds of intelligent ideas to apply various
technologies and strategies that would help in establishing a global
work context for the benefit of the organization (Jäntti & Hotti,
2016).
• Practical approaches for IT professionals: The ways by which
organizations nowadays focus on the practical approaches for
implementing in the IT organizations have right now benefitting the
organizations in the best ways possible. The organizations focus as
much on the employees as they have their focus on the employees.

Implementation of IT Service
Management improvements in Kmart
• The IT Service Management for Kmart can be more
improved if the business for Kmart had been
following appropriate standard methods and the
company that had the responsibility of outsourcing
the IT considered the requirements of the company
and the security vulnerability as well. The business
had implemented the IT Services, but it did not
follow the security system. This resulted in huge
amount of data breach of the customer, though
nothing was compromised.
• Therefore, it would be better if ITSM
implementation took account of the relevant security
features as well for Kmart Company.

References
Jäntti, M., & Hotti, V. (2016). Defining the relationships between IT service management and
IT service governance. Information Technology and Management, 17(2), 141-150.
Krishnan, G., & Ravindran, V. (2017, June). IT service management automation and its impact
to IT industry. In 2017 International Conference on Computational Intelligence in Data
Science (ICCIDS) (pp. 1-4). IEEE.
Melendez, K., Dávila, A., & Pessoa, M. (2016). Information technology service management
models applied to medium and small organizations: A systematic literature
review. Computer Standards & Interfaces, 47, 120-127.
Morana, S., Gerards, T., & Mädche, A. (2015, May). ITSM processguide–a process guidance
system for it service management. In International Conference on Design Science Research in
Information Systems (pp. 406-410). Springer, Cham.