Definition of Information Technology Service Management
IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to plan, design, deliver, operate and control information technology (IT) services offered to customers. It is thus concerned with the implementation of IT services that meet customers' needs, and it is performed by the IT service provider through an appropriate mix of people, process and information technology.
Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement.
The IT Chaos and Solutions Process
Now a days, the future of a company appears to hang almost entirely on Enterprise e-commerce and mission critical ERP. The political storm brewing behind such projects, led by the marketing manager and hidden agenda, adds further tension. Faced with the conflict of E-commerce and ERP requirements against firefighting and competing projects, IT manager and his team enter a spiral of problems, mistakes, gloom and despair. Thanks to a growing insight into Lean, Agile and DevOps concepts, IT manager and his team can gradually evolve their way of working. By the time NextKillerProject arrives later in the scenario, they’re able to release and support the project reliably, efficiently, and emerge with strengthening morale out the other side. Value of central change management and Information Technology Service Management (ITSM) is proved and demonstrated to know-all skeptics. No more hardware upgrades causing software firefighting and vice versa.
A Keen Computer Observation
The problem addressed by ITSM has appeared in almost all the organization that has formal and informal IT department. The problem the ITSM addresses is not only technical like network management or software development- it encourages a culture of system level thinking and teamwork. The central change management, testing and experimentation, rollout and rollback scenario consideration is crucial for success.
ITSM stresses the fact that Systems Engineering is necessary for avoiding core IT chaos involving Software, Hardware and IT fire-fighting and finger pointing with individual inner agenda and organizational politics . It’s not the case that, DevOps and Agile approaches to working have magically evaporated all the challenges facing a normal organization. Conflict, incidents and mistakes are inevitable – what counts is how team members grow to manage and resolve them using Systems Engineering principals . In the end the organization must have structure, process, and a more open attitude to change and adaptation to stand them in good stead. An approach to System Level thinking and systems approach is necessary
At its most practical, The ITSM is an illustrative series of process and suggestions for ways to evolve IT from a function that’s viewed as a bottleneck to one that’s widely agreed to be an indispensable capability. And at both levels, The enterprise ERP and E-commerce needs DevOps that includes the wider organization, and the wider organization can learn a lot from DevOps and ITSM.
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