Information Technology Services
Management
And
Information Technology
Infrastructure Library
Overview
IT (information technology ) plays a
critical role in supporting and satisfying business requirements. In the
current organization paradigm, IT provides essential services for the
organization to support its business.
Beyond the need to manage IT technology is the need to establish and
employ best practices processes to optimize IT services. This is the focus of
information technology services management (ITSM) and information technology
infrastructure library (ITIL) .
IT Service Management
ITSM is a set of process that detail
best practices based on ITIL standards to enable and optimize IT services in
order to satisfy business requirements and manage the IT infrastructure both
tactically and strategically.
IT service management (ITSM ) refers to the
implementation and management of quality IT services that meet the needs of the
business. IT service management is
performed by IT service providers through an appropriate mix of people, process
and information technology.
ITSM the philosophy of managing IT
services, through the use of industry best practices, for the improvement of
business functions. The goal of IT Service Management is to align services with
current and future needs of the customer; to improve the quality of IT services
- in whatever way the customer expresses "quality" and to reduce the
long term cost of service provision.
one of ITS’s initiatives is to implement
Information Technology Service
Management (ITSM) improvements based
on the Information Technology
Infrastructure Library (ITIL).
IT Infrastructure Library
is a series of documents that are
used to aid the implementation of a framework for IT Service Management (ITSM).
This framework defines how Service Management is applied within specific
organizations. Being a framework, it is completely customizable for application
within any type of business or organization that has a reliance on IT
infrastructure.
Although the UK Government originally
created the ITIL, it has rapidly been adopted across the world as the standard
for best practice in the provision of information technology services.
The ITIL (IT Infrastructure
Library) consists of 5 volumes:
Service Strategy.
Service Design.
Service Transition.
Service Operation.
Continual Service Improvement.
As IT services become more closely
aligned and integrated with the business, ITIL assists in establishing a
business management approach and discipline to IT Service Management, stressing
the complementary aspects of running IT like a business.
Service Management is a set of
specialized organizational capabilities for providing value to customers in the
form of services. The core of Service Management is transforming resources into
valuable services.
One primary origin of ITSM can be
found in the systems management services and functions historically done in
large scale mainframe environments. Through constant refinement over the years
these services and functions attained a high level of maturity. Problem and
change management, configuration management, capacity planning, performance
management, disaster recovery, availability management, etc.
The differences between mainframe
systems management services and IT Service Management:
When examining the differences
between mainframe systems management services and ITSM, it becomes apparent
that when ITSM is applied in today's IT environment and across the enterprise
the benefits and sophistication of its best practices are highlighted and
exemplified. Where mainframe environments are typically centralized, ITSM is
applicable to both distributed and centralized environments. In addition, where
mainframe services are typically stand-alone and technology based, ITSM
provides for integrated services that are process based with a focus on satisfying
business requirements.
Although managing the technology
itself is a necessary component of most ITSM solutions, it is not a primary
focus. Instead ITSM addresses the need to align the delivery of IT services
closely with the needs of the business.
The initial processes of IT Service
Management to be implemented:
|
Who Needs ITSM ?
Every organization which values
information, needs to protect it, for example:
Banks , Call centers , IT companies
& Internet Service Providers , Government & classified organizations ,
Service Industry , Hospitals , Insurance companies, etc.
