Comprehensive IT Service Management Report: Frameworks and Processes

This report provides a comprehensive overview of IT Service Management (ITSM), exploring its various facets and frameworks. It begins with an introduction to ITSM, defining its core activities and objectives within an organization, including planning, designing, delivering, operating, and controlling IT s...Read More

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IT SERVICE MANAGEMENT
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Abstract
This report makes a brief discussion about the Information Technology Management System,
which also covers the various procedures that have been explained within this management
system as a necessity to manage all the business activities within the organization. In addition
to this, the ITIL framework is discussed having the primary aim of setting up the business in
accordance to this. All the categories related to the Service Life Cycle, the Service Strategy,
Service Design, Service Operation as well as Continual Service Improvement has been
discussed in brief. The Seven-step Improvement process along with the Deming Cycle has
been explained having the primary aim of improving the business procedures within the
organization respectively.

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Table of Contents
ITSM..........................................................................................................................................4
ITIL Framework.........................................................................................................................4
IT Service Provider....................................................................................................................4
Service Life Cycle......................................................................................................................5
Service Strategy.........................................................................................................................6
Business Relationship Management......................................................................................6
Financial Management...........................................................................................................6
Demand Management............................................................................................................7
Service Design...........................................................................................................................7
Capacity Management............................................................................................................7
IT Service Continuity Management.......................................................................................7
Service Operation.......................................................................................................................8
Problem Management............................................................................................................8
Problem Solving Techniques.................................................................................................8
Continual Service Improvement................................................................................................8
The Seven-Step Improvement Process...................................................................................8
Measurement and Metric............................................................................................................9
Deming Cycle.............................................................................................................................9
Conclusion................................................................................................................................10
References................................................................................................................................11

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ITSM
Information Technology Service Management is commonly referred to as ITSM, that
again refers to a particular group of activities having directed by a number of policies that
have been organized as well as structured within the processes related to that of the
supporting procedures. All of these procedures that are being performed within an
organization include the likes of designing, planning, delivering, controlling as well as
handling of the related information technology consisting of services that are being presented
to such respective customers (Huotari & Hamari, 2017). This has the primary concern of
implementing the various existing IT related services as a reason to meet the requirements set
by the customers and hence, has been performed individually by all of the providers
belonging to IT with the help of an approximate mixture of various people along with that of
the process as well as the information and technology.
Figure:1 – Information Technology Service Management

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(Source- Huotari & Hamari, 2017).
ITIL Framework
ITIL is commonly referred to as the IT Infrastructure Library. This is a framework
having the primary aim to work within the organizations in order to make full utilization as
well as perform all the related methods to that of the Information Technology Service
Management. This specifically refers to a particular set of detailed practices related to that of
the ITSM having the complete focus upon the aligning of services having the direct relation
to that of the IT in accordance with that of the needs lying with the businesses (Palilingan &
Batmetan, 2018) The ITIL framework precisely gives a description about the particular
processes, the related tasks, as well as the checklists that do not have any specific belonging
towards the organization. In addition to these, none of the mentioned processes are
technology-specific.
IT Service Provider
Providers of Service related to Information and Technology can be placed under a
number of categories that have been discussed under (Habibi et al., 2019). These are,
i) Service provided working internally- this specifically refers to the IT provider that
is present in-house within the premise of the business organization. Generally,
these are present within the small scale IT units.
ii) Shared Service Unit- this specifically refers to a collected range of functions,
which is regarded as the non-core to that of the businesses and as well grouped
together within the service unit that is shared in the corporate units.

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iii) Service provider Working externally- this particularly refers to a commercial
entity that works separately within the IT service related businesses as well as
operates as one of the most competitive business within the place of market.
The Four P’s of strategy is specifically formed by the following four categories. These
are,
i) Strategy as a Perspective - specifically relates to the vision as well as the direction
of the service provider for IT.
ii) Strategy as Position - gives a brief description about the strategy in relation to the
terms within the IT service provider.
iii) Strategy as a Plan - gives a description about the strategy related to that of the
plan.
iv) Strategy as a Pattern – gives a brief description of the strategy as a related way of
taking decisions constantly.
Service Life Cycle
Service life cycle refers to that specific approach belonging to an IT service related
management having a particular emphasis upon the important coordination as well as the
control present across the various existing functions along with that of the processes and the
systems, which are necessary for the management of a full lifecycle belonging to that of the
IT services (Frangopol & Soliman, 2016). This management lifecycle approaches with the
considering of strategy, operation, design, transition as well as continuous improvement
towards the services related to IT.
The Service Lifecycle consists of the following categories,
 Service Strategy (SS)
 Service Design (SD)

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 Service Transition (ST)
 Service Operation (SO)
 Continual Service Improvement (CSI)
Service Strategy
Business Relationship Management
Business Relationship Management is commonly abbreviated as BRM referring to the
process, that enables all the business relation managers to provision the existing links
between the provider for service as well as the customers present at the strategic as well as
the tactical levels of the business organization. BRM specifically has the primary objective of
maintaining a healthy as well as positive relation with all the customers to a specific
organization (Mitrega & Pfajfar, 2015). BRM directly related to ITIL has the proper
identification of the existing needs related to possession of potential customers having
assured the appropriate services as well as development of the respective needs belonging to
the customers particularly.
Financial Management
Financial Management refers to a separate process within the Service Strategy in
relation to the ITIL Service Lifecycle belonging to the services of IT. This puts forward that
fact that no specific business can flourish if there is no proper management of the finances in
relation to the business oriented (Karadag, 2015). The method of Financial Management
includes three primary sub-processes. These are,
 Budgeting- specifically refers to that process of predicting as well as monitoring the
inflow along with the related expenditures that are made within the business
organization.

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 Accounting- refers to the particular procedure of enabling the IT organizations to have
the full account of all the transactions taking place within the organization specified.
 Charging- refers to the specific process of providing bills to that of the customers for
the services they have taken from the respective business organization. This
particularly refers to the specific accounting practices related to IT as well as the
systems prevailing within the organization.
Demand Management
Within the ITIL framework, ‘demand’ puts forward the reference towards the sources
of work. Effectiveness within the management of demand avoids the unnecessary spending
upon the capacity and the reductions within the levels of service, which are caused by the
fluctuations related to the workload as well as the demand. Demand Management also forms
a specific part belonging to the Service Strategy within the ITIL Framework (Hayes et al.,
2016). As the service provider, IT has the sole responsibility of provisioning with enough
capacity to meet with the agreed levels of service as placed forward to the customers of a
specific business organization.
Service Design
Service Design puts forward the definition of being a specific activity of planning as
well as organizing the people along with that of the infrastructure, the communication as well
as the materialistic components related to that of the service in order to bring improvement
across the quality as well as the interaction taking place between the provider for service and
the customers (Erl, 2016).
Capacity Management
Capacity Management specifically means the cost-effective delivery related to the
services as well as the management of the finances provisioning with an assist of all the

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information related to the existing costs enabling assessment of the financial impact related to
the levels of capacity, which is desired. This consists of particular proposals suggesting
improvements to make investments within the newer capacity or to have an increased
resilience within the field of financial management.
IT Service Continuity Management
This is commonly abbreviated, as ITSCM having the primary aim of managing the
risks posing a serious threat to the IT services that are carried out within the business
organization. ITSCM shall be properly designed to provision a support to the Business
Continuity Management that specifically can be utilized to identify the potential risks to the
business proceedings within an organization.
Service Operation
Service Operation specifically refers to the daily activities related to the IT services as
well as the business related activities within the business organization (Finne, 2018). Carries
the primary aim of organizing as well as conducting the activities along with that of the
processes, which are needed to deliver the specific services towards the business at different
levels of service.
Problem Management
The procedure of Problem Management specifically refers to the methods adopted
when certain situations arise within the business activities of the organization, facing
problems and the related techniques of mitigation related to the problem (Schragenheim,
2017).
Problem Solving Techniques
Specifically refers to the mitigation techniques to the above-mentioned procedure of
problem management. Puts forward the techniques of adoption in relation to how the crises

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shall be accepted as well dealt with having protected the consequences of the business
activities getting hampered due to the situation.
Continual Service Improvement
Continual Service Improvement carries the sole responsibility for the management of
improvements suggested to the various services belonging to IT as well as the various
processes related to the ITSM procedures.
The Seven-Step Improvement Process
Refers solely to the procedure existing related to the continual service improvement as
a primary part of the lifecycle (Allal-Chérif, Bidan & Makhlouf, 2016). This specifically
offers the repeatable as well as an effective way towards the identification as well as
application of any improvement to any existing aspect of service provision. The seven steps
are,
 Definition of what shall be measured.
 Definition of what can be measured.
 Gathering of data.
 Processing of data.
 Analysis of data.
 Presentation as well as usage of information.
 Implementation of corrective action.
Measurement and Metric
Measurement refers to a prerequisite function belonging to the procedure of
improvement. This process related to Measurement is utilized to certify all the previously
taken decisions. This particular process aims at the identification of something that has not

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gone as planned as well as to research till the depth of the problem to get hold of all the
causes related to that particular problem.
Metric on the other hand, relates to something that can be measured as well as
reported in order to provision with a helping hand towards the management of a process, and
IT service as well as the activity.
Deming Cycle
Deming Cycle specifically refers to the continuous improvement of quality related
model consisting of the logical sequence in reference to the repetitive steps belonging to the
continuous process of improvement as well as learning (Schmidt, 2019). The steps within the
Deming Cycle,
 Choosing of a process as well as setting the primary objectives.
 Implementing the plan as well as beginning with the collection of data completely
based upon the results.
 Analysis of the results.
 Deciding the changes necessary for improvement.
Conclusion
As a discourse to the above discussion, it can be stated that Information Technology
Service Management consists of a number of procedures having the primary aim of setting
the primary objectives that need to be met by a respective business organizations. This is
done in order to maintain a healthy relationship with the customers as well as aiming at the
satisfaction of the customers by meeting the needs of the same. A number of activities have
been discussed, which are the necessities belonging to an organization in order to carry out all
the business proceedings in a much healthier way.

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References
Allal-Chérif, O., Bidan, M., & Makhlouf, M. (2016). Using serious games to manage
knowledge and competencies: The seven-step development process. Information
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Erl, T. (2016). SOA Principles of Service Design (paperback). Prentice Hall Press.
Finne, M. (2018). Improving university teaching: a professional service operation
perspective. International Journal of Operations & Production Management, 38(9),
1765-1795.
Frangopol, D. M., & Soliman, M. (2016). Life-cycle of structural systems: recent
achievements and future directions. Structure and infrastructure engineering, 12(1),
1-20.
Habibi, M., Vahidinasab, V., Allahham, A., Giaouris, D., Walker, S., & Taylor, P. (2019,
June). Coordinated Storage and Flexible Loads as a Network Service Provider: a
Resilience-Oriented Paradigm. In 2019 IEEE 28th International Symposium on
Industrial Electronics (ISIE) (pp. 58-63). IEEE.
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Karadag, H. (2015). Financial management challenges in small and medium-sized
enterprises: A strategic management approach. EMAJ: Emerging Markets
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Mitrega, M., & Pfajfar, G. (2015). Business relationship process management as company
dynamic capability improving relationship portfolio. Industrial marketing
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Palilingan, V. R., & Batmetan, J. R. (2018, February). Incident management in academic
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Science and Engineering (Vol. 306, No. 1, p. 012110). IOP Publishing.
Schmidt, H. (2019). Explosive precursor safety: An application of the Deming Cycle for
continuous improvement. Journal of Chemical Health and Safety, 26(1), 31-36.
Schragenheim, E. (2017). Management dilemmas: The Theory of Constraints approach to
problem identification and solutions. CRC Press.