IT Service Management and Professional Culture Report: ITECH7400

This report examines IT Service Management (ITSM) and its application in enhancing business value, particularly focusing on the context of a company like HP. The report begins with an introduction to ITSM, highlighting its importance in delivering, managing, and improving IT services to meet business objectives. It then addresses key issues within ITSM, such as customer experience management and staff management, and how these can be effectively addressed. The report explores the role of ITSM in minimizing costs and increasing efficiency within an organization. Furthermore, it details how ITSM can be utilized for improving business operations, including incident management, change management, and knowledge management. The report outlines the core ITSM processes, including service strategy, design, transition, operation, and continual service improvement. Finally, it provides a conclusion summarizing the key benefits of ITSM in achieving customer satisfaction, reducing delivery time, and providing effective service support. References to relevant literature are also included.

ITECH7400 IT SERVICE
MANAGEMENT AND
PROFESSIONAL CULTURE
Name of the Student
Name of the University
Author Note:

Table of Contents
• Introduction
• Issues in ITSM
• Role of ITSM in Department of Education and Training
• ITSM for improving business
• ITSM processes
• Conclusion
• References

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.
• This particular tool helps the
organization to grow and develop.

Issues in ITSM (Customer Experience
Management)
IT business emphasize on providing services
along with better customer support. At present,
ITSM come up with huge number of issues like
• With the development of technology, customer
can easily make choice with respect to
difference communication channel.
• It can be defined as one of the method 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.

Issues in ITSM(Staff management)
• Employees of an organization are considered
to be as one of the biggest problem 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 problem with respect to
employee management is that it has become
very much tough for meeting the overall
expectation of the employees with respect to
support.

Role of ITSM in HP(Minimizing cost)
• ITSM based software can help organization like HP
to reduce the overall cost.
• The overall method of delivering service can help
organization to save both time and money (Grenha
Teixeira et al., 2017).
• ITSM to provide an idea with respect to workflow
helps in understanding the changes that make
sense.
• It will ultimately allow the people to make all the
required changes in processes and procedure which
will ultimately save money.

Role of ITSM in HP (Higher Efficiency)
• ITSM aims to play a key role in having an idea
with respect to workflow process where quick
and virtualization of process workflow comes
into picture (Vázquez-Barreiros et al., 2016).
• Virtualization tends to provide a list of benefits
like analysis of cost-benefit which focus on the
fact that much less time is spent on procedural
changes.

ITSM for improving business
• ITSM can help HP in making changes with
respect to improvising the service delivery.
• ITSM aims to provide a proper platform for
different ITIL processes which will reduce the
overall cost along with improving the agility at
HP (Müller et al., 2016).
• This particular step will reduce the overall risk
and improving IT innovation. ITSM tool can
easily enhance the overall function of the
business.

ITSM for improving business (Cont.)
In HP, ITSM can be used for following activities like
• Incident Management: This particular aspect aims to
streamline the method of service restoration of services
for any kind of disruption. Incidents can be usually
routed for proper resolution within the group.
• Change Management: It can be used for reducing the
overall cost and any kind of involved risk along with
understanding the overall capabilities.
• Knowledge Management: This particular aspect helps
IT professional in having knowledge article which is
needed for resolving issues (Chen, Bao & Guo, 2016).
This particular parameter helps the employees to look for
information on the available information.

ITSM processes
ITSM processes mainly comprises of five steps
which is based on ITIL framework like
• Service strategy: This particular step can be
considered to be as the main framework for ITSM
in organization process building. It requires
services which is being offered by organization
for strategic planning processes (Eikebrokk &
Iden, 2017).
• Service Design: It is known to be main stage in
planning and design of IT services which is being
offered for meeting the business requirements
(Wang et al., 2017). It requires creation and
designing of new kind of services along with
present services which focus on overall
improvement.

ITSM processes (Cont.)
• Service Transition: As soon as IT services and their
process have been finalized it is needed for building
trust and ensuring the flow of processes (Grenha
Teixeira et al., 2017).
• Service Operation: This particular step focus on
implementing new and modified design in the current
environment. In this step, processes are completely
tested and all the issues are overcome (Vázquez-
Barreiros et al., 2016).
• Continual Service Improvement (CSI): Implementation
of IT process is not considered to be the final step in any
of the firm (Lusch & Nambisan, 2015).

Conclusion
• From the report the point can be concluded that
ITSM tends to play a key role in any
organization. ITSM is known to be as one of key
functionalities which help the organization to
have much better customer satisfaction. Along
with these, ITSM aims to minimize delivery time
and provide support to customer as per the need.
In the above report, an analysis has been done
different aspects of ITSM in an organization that
provides IT services. A proper idea has been
provided with respect to how ITSM can enhance
the business proposition.