What is the relationship between service management and company service?
IT Service Management or ITSM is the set of activities that can help manage the services delivered to end-users. Based on the ITIL framework of best practices, ITIL service management provides a set of best practices and techniques for selecting, planning, delivering, and maintaining IT services within a business that aligns the IT department's actions and expenses with changing business demands. It was created by the United Kingdom's Central Computer and Telecommunications Agency (CCTA) in 1989, AXELOS developed and released the most recent version, ITIL 4, in 2019. Show
This article provides you an in-depth understanding of ITSM, covering the following topics;
What is ITIL?ITIL is a list of volumes that describe a framework for the best practices to deliver IT services. These practices are drawn from the private and public sectors worldwide. ITIL has the following benefits:
ITIL has gone through several revisions and comprises five books, focusing on the various processes and stages of the IT service lifecycle. Their most recent update, ITIL 4 began to start rolling out in Q1 of 2019, focusing on a more agile, flexible, and customizable version of ITIL, modified for modern businesses. ITIL® 4 Foundation Certification Training CourseGet certified on the latest ITSM best practicesView CourseWhat is ITSM?IT Service Management focuses on implementing, managing, and delivering IT services to ensure the organization's goals are met. ITSM uses the appropriate mix of people, processes, and technology to ensure they can provide value to the organization. Let's try to understand ITSM better with some of its key concepts now. ITSM Key ConceptsTo properly understand ITIL and ITSM, it is important to understand some key terms and concepts.
Now, let's have a look at the ITIL Service Lifecycle. IT Service LifecycleIt is an approach to IT Service Management that organizations of all sizes can be used to manage the full lifecycle of IT and other services. It helps coordinate and control across processes, systems, and functions. The service lifecycle can be divided into 5 stages. Let's take a closer look at each of these stages and the processes within them. 1. Service strategyThe service strategy stage describes the steps and objectives required to manage IT services. The stage also makes sure that these services are aligned with the goals of the organization. The processes within the stage are: Strategy Management for IT ServiceStrategy management for IT service is a process to define and maintain the 4Ps of Strategy (i.e., perspective, position, plans, and patterns). It ensures the creation of a strategy for an IT Service & its Management throughout the service lifecycle. Financial ManagementThe financial management process helps understand and manage costs and opportunities involved with the service. The different activities under it are:
Service Portfolio ManagementThe service portfolio management process represents the entire set of activities that are managed by a service provider. This process organizes the process by which a process is identified, described, evaluated, selected, and chartered. Demand ManagementThe demand management process helps understand and influence customer demand. It uses:
Business Relationship ManagementBusiness relationship management seeks to establish a positive relationship with customers. It identifies the requirements of potential and existing customers and ensures the development of appropriate services to meet those needs. 2. Service DesignThis stage focuses on the design of the services and all the other supporting elements that enable the service to be introduced into a live environment. Four areas need to be taken into consideration when designing a service:
Let's have a look at the processes within this stage: Design CoordinationDesign coordination is a process responsible for being the single point of contact for coordination and control of all activities related to service design. Service Level ManagementThe service level management process secures and manages agreements between customers and service providers relating to utility and warranty of specific services. These lead to the creation of Service Level Agreements (SLA) between customers and the provider. Availability ManagementThe availability management process handles the management and achievement of the agreed-upon availability requirements that were established in the Service Level Agreements (SLA) Capacity ManagementThe capacity management process ensures that the cost-effective capacity meets or exceeds the needs of the business, as established in the SLAs. It is divided into three categories:
IT Service Continuity ManagementThe process of IT service continuity management ensures that the service provider can provide the minimum agreed-upon levels of service. It uses techniques like Business Impact Analysis and Management of Risk to produce an IT Service Continuity Plan. Information Security ManagementThe process of IT security management aims to protect five basic qualities of information assets:
Service Catalog ManagementThe service catalog management process contains all services available to customers and users. It is usually the only portion of the service portfolio accessible to users. Supplier ManagementThe process of supplier management deals with obtaining value for money from third party suppliers. It works more with external suppliers than with internal suppliers and consumers. Are you looking forward to becoming an ITIL expert? Check out the ITIL 4 Foundation Certification Training and get certified. 3. Service TransitionThe service transition stage of service transition enables the building and deploying of IT services while ensuring the changes to the services and service management processes are taking place in a coordinated manner. Let's have a look at the processes within this stage: Transition Planning and SupportThe transition planning and support process plans and coordinates the use of resources to deploy a major release within the time, time and quality predicted Service Asset and Configuration ManagementThe process of asset and configuration management maintains information about the configuration items required to deliver an IT service, including their relationships. Release and Deployment ManagementThe release and deployment management process plans, schedules, and controls the movement of releases to testing and live environments while maintaining the integrity of the live environment. It also makes sure the appropriate components are released. Change ManagementThe process of change management controls the lifecycle of all changes with minimal disruption to IT services. Change Evaluation and TestingThe process of change evaluation assesses major changes before they can proceed to their next phase in their lifecycle Service Evaluation and TestingThe process of service validation and testing ensures the deployed releases and resulting services meet the customer's needs and verifies the IT operations can support the new services Knowledge ManagementThe knowledge management process gathers, analyzes, stores, and shares knowledge and information within an organization. This increases efficiency by reducing the need to rediscover knowledge. 4. Service OperationsIn the service operations stage, the aim is to meet the end user's expectations while balancing costs and looking for potential problems. This stage has a combination of processes and functions: Incident ManagementThe incident management process manages the lifecycle of all incidents, ensuring IT service returns to users as soon as possible. Problem ManagementThe problem management process attempts to optimize the lifecycle of all problems, making sure incidents are prevented, or have minimal impact in case they can't be prevented. Access ManagementThe access management process grants authorized users the right to use a service while ensuring unauthorized users don't access it. Event ManagementThe event management process makes sure configuration items and services are continuously monitored, and to filter out and categorize events to decide appropriate actions. Request ManagementThe request management process fulfills service requests (which are usually minor in nature) Service DeskThe service desk function is the point of contact between users and service providers. It also handles communication with users and manages incidents and service requests. Technical ManagementThe technical management function provides technical expertise and support for the management of the IT infrastructure. Application ManagementThe application management function manages applications throughout their lifecycle IT Operations ManagementThe IT operations management function that monitors and controls IT services and their underlying infrastructure. It involves activities like job scheduling, backing up and restoring, print and output management, and regular maintenance. 5. Continual Service ImprovementThe continual service improvement stage of the lifecycle uses methods from quality management to learn from past successes and failures. It focuses on improving the effectiveness and efficiency of IT processes and services, keeping in line with ISO 20000. Let's take a look at the 7 step process for continual service improvement:
ConclusionITIL is a framework that is being used by several organizations around the world. This also means that certified and skilled professionals are in high demand! Take your first step to becoming an ITIL certified professional by enrolling in Simplilearn's ITIL 4 Foundation Certification Training today! About the AuthorRahul ArunRahul is a Senior Research Analyst at Simplilearn. Blockchain, Cloud Computing, and Machine Learning are some of his favorite topics of discussion. Rahul can be found listening to music, doodling, and gaming. What is service relationship management?Service relationship management, which are the joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
What are the importance of service management in terms of service provider?Service Management focuses on providing value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients.
Which dimension of service management is concerned about the relationship with other organizations?The partners and suppliers dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services.
Why is IT important for service management to work as a system in order for IT to function properly?ITSM practices ultimately help the entire business function at its best by creating a more efficient, productive IT Department that delivers better-fitting services. For instance, ITSM builds metrics for assessing IT performance, enabling quick adjustments that keep service levels high.
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