Information technology service management (ITSM) is the activities that are performed by an organization to design, build, deliver, operate and control

information technology Information technology (IT) is the use of computers to create, process, store, retrieve, and exchange all kinds of Data (computing), data . and information. IT forms part of information and communications technology (ICT). An information te ...

(IT) services offered to customers. Differing from more technology-oriented IT management approaches like

network management Network management is the process of administering and managing computer networks. Services provided by this discipline include fault analysis, performance management, provisioning of networks and maintaining quality of service. Network managem ...

and IT systems management, IT service management is characterized by adopting a

process A process is a series or set of activities that interact to produce a result; it may occur once-only or be recurrent or periodic. Things called a process include: Business and management *Business process, activities that produce a specific se ...

approach towards management, focusing on customer needs and IT

services Service may refer to: Activities * Administrative service, a required part of the workload of university faculty * Civil service, the body of employees of a government * Community service, volunteer service for the benefit of a community or a p ...

for customers rather than IT systems, and stressing

continual improvement A continual improvement process, also often called a continuous improvement process (abbreviated as CIP or CI), is an ongoing effort to improve products, services, or processes. These efforts can seek "incremental" improvement over time or "breakth ...

. The CIO WaterCoolers' annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)."

Context

As a discipline, ITSM has ties and common interests with other IT and general management approaches,

information security management Information security management (ISM) defines and manages controls that an organization needs to implement to ensure that it is sensibly protecting the confidentiality, availability, and integrity of assets from threats and vulnerabilities. The cor ...

and

software engineering Software engineering is a systematic engineering approach to software development. A software engineer is a person who applies the principles of software engineering to design, develop, maintain, test, and evaluate computer software. The term '' ...

. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g.

CMMI Capability Maturity Model Integration (CMMI) is a process level improvement training and appraisal program. Administered by the CMMI Institute, a subsidiary of ISACA, it was developed at Carnegie Mellon University (CMU). It is required by many ...

ISO 9000 The ISO 9000 family is a set of five quality management systems (QMS) standards that help organizations ensure they meet customer and other stakeholder needs within statutory and regulatory requirements related to a product or service. ISO 90 ...

, or

ISO/IEC 27000 ISO/IEC 27000 is part of a growing family of ISO/IEC standards - the ' ISO/IEC 27000 series'. ISO/IEC 27000 is an international standard titled: ''Information technology — Security techniques — Information security management systems — Overv ...

Professional organizations

There are international, chapter-based professional associations, such as the

IT Service Management Forum The IT Service Management Forum (''it''SMF) is an independent, international, not-for-profit organization of IT service management (ITSM) professionals worldwide. Around the operation of IT services the ''it''SMF collects, develops and publishes be ...

(itSMF), and

HDI The Human Development Index (HDI) is a statistic composite index of life expectancy, education (mean years of schooling completed and expected years of schooling upon entering the education system), and per capita income indicators, wh ...

. The main goal of these organizations is to foster the exchange of experiences and ideas between users of ITSM frameworks. To this end, national and local itSMF and HDI chapters (LIGs or local interest groups for itSMF) organize conferences and workshops. Some of them also contribute to the translations of ITSM framework documents into their respective languages or publish their own ITSM guides. There are several certifications for service management like ITILv4, TOGAF or COBIT.

Various frameworks

Various frameworks for ITSM and overlapping disciplines include: * ITIL(Information Technology Infrastructure Library) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business. *

TOGAF The Open Group Architecture Framework (TOGAF) is the most used framework for enterprise architecture as of 2020 that provides an approach for designing, planning, implementing, and governing an enterprise information technology architecture. TOG ...

is a framework and methodology that aims to define business goals while aligning them with architecture objectives related to software development. * Business Process Framework (eTOM) is a process framework for telecommunications service providers. *

COBIT COBIT (Control Objectives for Information and Related Technologies) is a framework created by ISACA for information technology (IT) management and IT governance. The framework is business focused and defines a set of generic processes for the m ...

(Control Objectives for Information and Related Technologies) is an IT Governance framework that specifies control objectives, metrics and maturity models. Recent versions have aligned the naming of select control objectives to established ITSM process names. *

FitSM FitSM is the name for a family of standards for lightweight IT service management (ITSM). Overview and parts FitSM calls itself a standard, but is not published or managed by an established standards organisation like ISO. However, in a way very ...

is a standard for lightweight service management. It contains several parts, including e.g. auditable requirements and document templates, which are published under Creative Common licenses. Its basic process framework is in large parts aligned to that of ISO/IEC 20000. *

, guides all types of service providers to establish, manage, and improve services to meet business goals. *

ASL American Sign Language (ASL) is a natural language that serves as the predominant sign language of Deaf communities in the United States of America and most of Anglophone Canada. ASL is a complete and organized visual language that is express ...

's goal is the professional development of application management. This is achieved by offering a framework within which the processes of application management are brought in relation to each other. * USM, the principle-based USM method provides a standardized management system for a service organization to manage its people, its processes, its technology, and its services, based on an explicit service management architecture. *

ISO/IEC 20000 ISO/IEC 20000 is the international standard for IT service management. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. It was originally based on the earlier BS 15000 that was developed by BSI Group. ISO/IEC 20000, lik ...

is an international standard for managing and delivering IT services. Its process model bears many similarities to that of ITIL version 2, since BS 15000 (precursor of ISO/IEC 20000) and ITIL were mutually aligned up to version 2 of ITIL. ISO/IEC 20000 defines minimum requirements for an effective "service management system" (SMS). Conformance of the SMS to ISO/IEC can be audited and organizations can achieve an ISO/IEC 20000 certification of their SMS for a defined scope. * BiSL is a framework of best practices for the

Information Management Information management (IM) concerns a cycle of organizational activity: the acquisition of information from one or more sources, the custodianship and the distribution of that information to those who need it, and its ultimate disposal throug ...

domain. * MOF (

Microsoft Operations Framework Microsoft Operations Framework (MOF) 4.0 is a series of guides aimed at helping information technology (IT) professionals establish and implement reliable, cost-effective services. Overview MOF 4.0 was created to provide guidance across the enti ...

) includes, in addition to a general framework of service management functions, guidance on managing services based on Microsoft technologies.

Process

Execution of ITSM processes in an organization, especially those processes that are more workflow-driven, can benefit significantly from being supported with specialized software tools. ITSM tools are often marketed as ITSM suites, which support a whole set of ITSM processes. At their core is usually a

workflow management system A workflow management system (WfMS or WFMS) provides an infrastructure for the set-up, performance and monitoring of a defined sequence of tasks, arranged as a workflow application. International standards There are several international standards ...

for handling incidents, service requests, problems and changes. They usually also include a tool for a

configuration management database A configuration management database (CMDB) is an ITIL term for a database used by an organization to store information about hardware and software assets (commonly referred to as configuration items). It is useful to break down configuration items ...

. The ability of these suites to enable easy linking between incident, service request, problem and change records with each other and with records of configuration items from the CMDB, can be a great advantage. ITSM tools are also commonly referred to as ITIL tools. More than 100 tools are self-proclaimed ITSM or ITIL tools. Software vendors whose ITSM tools fulfill defined functional requirements to support a set of ITIL processes, can obtain official approval, allowing them to use Axelos trademarks and an "ITIL process compliant" logo, under Axelos' ITIL Software Endorsement scheme. A Service Desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both users and IT staff, and also to satisfy both Customer and IT Provider objectives. "User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for the service. The

ITIL The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business. ITIL d ...

approach considers the service desk to be the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting ''incidents'' (disruptions or potential disruptions in service availability or quality) and for users making ''service requests'' (routine requests for services). ITIL regards a

call centre A call centre ( Commonwealth spelling) or call center ( American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephon ...

help desk A help desk is a department or person that provides assistance and information usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks ...

as similar kinds of service desk which provide only a portion of what a service desk can offer. A service desk has a more broad and user-centered approach which is designed to provide the user with an informed single point of contact for all IT requirements. A service desk seeks to facilitate the integration of business processes into the service management infrastructure. In addition to actively monitoring and owning Incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing.

References

External links