IT service management


Information technology service management (ITSM) are the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers. Differing from more technology-oriented IT management approaches like
network management Network management is the process of and managing s. Services provided by this discipline include fault analysis, performance management, of networks and maintaining . is used by s to help perform these functions. Technologies A small number o ...
and IT systems management, IT service management is characterized by adopting a
process A process is a series or set of Action (philosophy), 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 pro ...
approach towards management, focusing on customer needs and IT
services Service may refer to: Activities :''(See the Religion section for religious activities)'' * Administrative service, a required part of the workload of Faculty (academic staff), university faculty * Civil service, the body of employees of a governm ...
for customers rather than IT systems, and stressing
continual improvementA 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 "incrementalism, incremental" improvement over ti ...
. The CIO WaterCoolers' annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)."


As a discipline, ITSM has ties and common interests with other IT and general management approaches, information security management and
software engineering Software engineering is the systematic application of engineering approaches to the software development, development of software. A software engineer is a person who applies the principles of software engineering to design, develop, maintain, tes ...
. 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 A subsidiary, subsidiary company or daughter company is a company (law), company owned or ...
ISO 9000 The ISO 9000 family of quality management systems A quality management system (QMS) is a collection of business process A business process, business method or business function is a collection of related, structured activities or tasks by pe ...
, or ISO/IEC 27000.

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 Information technology service management (ITSM) are the activities that are performed by an organization to design, ...
(itSMF), and
HDI The Human Development Index (HDI) is a statistic composite index of life expectancy Life expectancy is a statistical measure of the average time an organism is expected to live, based on the year of its birth, its current age, and ot ...
. 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 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 The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management Information technology service management (ITSM) are the activities that are performed by an organization ...
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 today that provides an approach for designing, planning, implementing, and governing an enterprise information technology architecture. TOGAF is ...
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 (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 is a standard for lightweight service management. It contains several parts, including e.g. auditable requirements and document templates, which are published under Creative Commons license, Creative Common licenses. Its basic process framework is in large parts aligned to that of ISO/IEC 20000. * CMMI, guides all types of service providers to establish, manage, and improve services to meet business goals. * Application Services Library, ASL'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 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. * Business Information Services Library, BiSL is a framework of best practices for the Information Management domain. * MOF (Microsoft Operations Framework) includes, in addition to a general framework of service management functions, guidance on managing services based on Microsoft technologies.


Execution of ITSM processes in an organization, especially those processes that are more workflow-driven ones, 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 for handling incidents, service requests, problems and changes. They usually also include a tool for a configuration management database. 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 service. The
ITIL The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management Information technology service management (ITSM) are the activities that are performed by an organization ...
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 or help desk 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.

See also

* Call centre * Customer service * Network and service management taxonomy


External links

* {{DEFAULTSORT:It Service Management IT service management, Information technology management Telephony Customer service Services marketing