What is ITSM? – General Framework and its Implementation

ITSM General Framework

While ITIL rings forth the necessary documents for better management decisions, ITSM helps with tools that enable deployment of the guidelines to unique business needs. The basic ITSM methodology constitutes:

IT Service Support

• Change management – Standardized methods for effective management of business changes
• Configuration management – Logical and physical aspects of IT infrastructure plus other IT services
• Incident Management – Day to day functioning / controls that helps restore acceptable norms of IT practices
• Release Management – Verification, testing and simultaneous release of IT environment changes
• Problem Management – Diagnosis of incidents to proactively manage and eliminate errors
• Service Desk – Facilitates a central interaction platform for the business and customers

IT Service Delivery

• Availability Management: Optimization of IT infrastructure, support and services for sustained level of efficiency and minimal service outage
• Capacity Management: Enabling organizations with tactical management practices and strategic planning
• IT Service Continuity: Managing organizational capabilities for providing necessary inputs in cases of interruptions
• Service Level Management: Improving and maintaining high service levels
• Financial Management: Cost management and ensuring enough resources to meet organizational needs

The main aims of the ITSM principles are to:

1. Determine current IT infrastructure, services and processes
2. Come up with futuristic IT management practices
3. Design a roadmap to elevate the business from “current state” to “desired state”
4. Formulate steps for the roadmap

ITSM Implementation Framework

The ITSM Implementation framework follows a five step model that includes:

• Assessment: Determining the current state of business IT infrastructure and coming up with desired metrics for improvement
• Design: Coming up with a mature design
• Planning: Develop plans that will structure the business evolution
• Implementation: Deploying the new framework to achieve future growth
• Support: Maintenance, management and improvement of IT plans across the whole enterprise

The important “perspectives” within this framework include:

• People: Quality and quantity of expertise
• Process: Organization specific IT practices, guidelines and procedures
• Technology: Physical and logical technology infrastructure that includes hardware, software, applications, DBMS, communication networks and others
• Organization: External and internal factors affecting IT. It includes understanding of “corporate culture”, organizational interface and organization direction
• Integration: Integrating future plans in a business model and determining what and how services are provided and what would be the best implementation practices

What is ITSM Certification?

The ITSM Certification is governed by STQC, RCB (Registered Certifying Organization), ISO/IEC 20000-1. This standard is based upon the ITIL framework enabling the best practice guidelines that ensure the best alignment of IT services with the overall business process. Professionals with the ITSM Certification are trained with IT practices that help deliver appropriate business solutions over a wide variety of requirements.

Here is a video that takes you through overview of ITSM:

The certification validates key credentials including:

1. Acquisition and retention of best resources and skill sets
2. Aligning and integrating IT and business goals
3. Improving success of project delivery
4. Achieving Value for Money (VFM) and demonstrating best Returns on Investment (ROI)
5. In-sourcing, outsourcing, and smart-sourcing
6. Best practices for IT governance
7. Managing business changes       

This means ITSM certified candidates are recognized experts in effective and efficient use of people, process, products, and partners, thus ensuring the growth of the business.

ITSM, also sometimes termed as service management thinking, is a systematic way of business operations, offerings, contracting and provisioning services to customers. ITSM frameworks and practices have long been regarded as the best tools to ensure business results and meeting customer expectations. ITSM is a recognized tool all over the world and top companies use the framework to meet the growing challenges of competition and technological innovation.

IT Service Management Foundation Training

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