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BCS IT Service Management

Yes, its time back to work hard for the BCS modules. This time, I have enrolled for Diploma Modules amongst which features the module: IT Service Management. Honestly this is something completely new to me.  The lectures had already started and I missed them because the module, I did not consider studying it at that time (December). Now we decide to investigate a bit about the topic.

IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:

Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers.[1]

No one author, organization, or vendor owns the term “IT Service Management” and the origins of the phrase are unclear.

Source: Wikipedia

Source: http://www.emacao.gov.mo/documents/14/10/seminar10a.pdf

IT Service Management is the Industries‘ best practices for the delivery and support of IT services
Applicable to small and large organisations of all kinds:
– Business
– (Non-)government
– Education
Applicable to centralised and distributed systems
applicable to in-house or 3rd party supplied systems

IT Infrastructure Library (ITIL) is a best practice framework

De facto Standard for IT Service Management

ITSM/ ITIL Process

Service Delivery
– Service Level Management

– Financial Management for IT Services
Financial Management helps determine and record cost, which is incurred on the management and delivery of IT services. Financial Management provides benefits that help perform various tasks, such as estimating cost and optimizing the performance of IT services. Financial Management involves various roles such as finance manager, who performs tasks such as creating budgets and managing the finance department of the company.– Capacity Management
– Availability Management

Availability Management is a process, which helps manage and provide resources to other Service Management processes, such as Change Management and Configuration Management. Availability Management ensures that IT services are functioning properly and sufficient resources are available to IT services. Availability Management also ensures that the resources are reliable and cost effective and that all the IT services are available to end users. The implementation of Availability Management helps improve the quality of IT services and prevent unauthorized use of the available resources. To implement Availability Management, the Availability Management team in a company designs an availability plan and an availability recovery plan.– IT Service Continuity Management

Service Support
– Incident Management

Incident Management enables a company to resolve the incidents and restore the functioning of IT services without affecting the quality of other IT services. Incidents can occur due to various known and unknown causes, such as a damaged cable or a printer error. When an incident occurs, a company can use either a work around or a Request for Change (RFC) to resolve the incident. A work around is a temporary solution for the incident, whereas an RFC provides a permanent solution, provided the Change Management team approves it.

The three types of incidents that can be resolved using Incident Management are:

  • Application: Includes incidents that are caused by a software problem, such as a network server that is not available or a bug in an application.

  • Hardware: Includes incidents that are caused by a hardware problem, such as network failure.

  • Service requests: Include incidents that are caused by service requests such as retrieving and transferring information across the network.

– Problem Management
Problem Management enables a company to manage and deliver error free IT services. Problem Management helps reduce and control the number of incidents that occur while delivering IT services. To manage and deliver error free IT services, a company implements proactive Problem Management. After implementing proactive Problem Management, if a problem occurs, then a company needs to implement reactive Problem Management.– Configuration Management
– Change Management
– Release Management
– Service Desk.

Amongst good books, we find:

Managing Infrastructure using ITL, Skillsoft Press 2006

Overview of Service Management

Service Management is a management strategy of Information Technology Infrastructure Library (ITIL) to manage the delivery and support of IT services provided by a company. A company needs Service Management to provide quality IT services to customers according to the requirements. In Service Management, a company implements Service Desk to provide support for IT services to customers. Service Desk is a point of contact for customers to provide solutions to the problems and incidents reported by them.

The processes and levels at which the Service Management processes are aligned with the business perspective are:

  • Business Relationship Management (BRM) : Provides information related to business requirements of a company. This information helps align the Service Management processes with the business perspective.

  • Supplier Relationship Management (SRM) : Provides information related to requirements of the suppliers. This information helps define the requirements for Service Management processes.

  • Review, planning, and development of IT: Defines the process in which IT infrastructure is reviewed and plans for the development of IT infrastructure are created. In the review, planning, and development of an IT process, the IT infrastructure is also developed according to the plans.

  • Liaison and planning: Defines the process in which the employees of a company are provided knowledge and training about the Service Management.

  • Strategic: Defines the level at which the Service Management processes should map with the strategic level objectives of the company.

  • Tactical: Defines the level at which Service Management processes should align with the tactical level processes of the company.

Operational: Defines the level at which the Service Management processes should map to the operational procedures of a company.

Benefits of Service Management include:

  • Helps improve the quality of delivering the IT services and provides support for the business of a company by managing the delivery of IT services.

  • Provides standard procedures for the continuity of IT services in a company.

  • Provides better understanding of current functioning of the IT infrastructure.

  • Provides more information about the current IT services including information about the IT infrastructure areas in which changes can be made. These changes provide benefits, such as increased flexibility and adaptability of IT services, to the company.

  • Delivers the IT services that are required by the customers resulting in enhanced customer satisfaction.

  • Provides benefits, such as improved security, accuracy, speed, and availability that are required to deliver quality IT services.

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