Information technology has become a large part of how businesses operate. This term, also known as IT, refers to the application of telecommunications equipment and computers for storage, retrieval, manipulation and transmission of data. IT service management, abbreviated as ITSM, generally refers to implementing and managing the quality of IT services. An ITSM company can offer solutions to help an organization or business run at top effectiveness.
This practice is associated with the process-improvement methodologies and frameworks, such as: Six Sigma, CMMI and TQM. It is implemented to provide a framework in order to structure information technology-related tasks and interactions of IT technical staff with business users and customers. In a broader respect, this type of process overlaps with business service management and IT portfolio management. This is especially true when it comes to financial control and IT planning.
Often times the ITSM is not involved with development of technology. Instead, it is focused on operational issues and back office, which both might be considered operations architecture. Therefore, ITSM is typically recognized as being analogous with enterprise resource planning or ERP for IT.
ITSM is known for its similarity to management information systems, but it has a different viewpoint. It is considered introspective rather than facing outward and being more academic like MIS. Essentially, it involves IT considering IT delivery to a business and not the information that a business needs. There are multiple frameworks and authors that contribute to this discipline. Furthermore, numerous proprietary approaches can be taken.
Essentially, this exists with the intent to align delivery of IT services with the needs existing amongst an enterprise, with emphasis on benefits to the customers. It involves a paradigm change from managing IT as sets of components to focusing in on delivery of end services using various process models.
There are different indicators that are assessed during audits for ITSM. Value and growth is checked by tracking growth of revenue against investment and utilization. Budget adherence is analyzed, as well as risk impact. Communication effectiveness is another important indicator that involves assessing customer feedback, awareness and satisfaction.
This practice is associated with the process-improvement methodologies and frameworks, such as: Six Sigma, CMMI and TQM. It is implemented to provide a framework in order to structure information technology-related tasks and interactions of IT technical staff with business users and customers. In a broader respect, this type of process overlaps with business service management and IT portfolio management. This is especially true when it comes to financial control and IT planning.
Often times the ITSM is not involved with development of technology. Instead, it is focused on operational issues and back office, which both might be considered operations architecture. Therefore, ITSM is typically recognized as being analogous with enterprise resource planning or ERP for IT.
ITSM is known for its similarity to management information systems, but it has a different viewpoint. It is considered introspective rather than facing outward and being more academic like MIS. Essentially, it involves IT considering IT delivery to a business and not the information that a business needs. There are multiple frameworks and authors that contribute to this discipline. Furthermore, numerous proprietary approaches can be taken.
Essentially, this exists with the intent to align delivery of IT services with the needs existing amongst an enterprise, with emphasis on benefits to the customers. It involves a paradigm change from managing IT as sets of components to focusing in on delivery of end services using various process models.
There are different indicators that are assessed during audits for ITSM. Value and growth is checked by tracking growth of revenue against investment and utilization. Budget adherence is analyzed, as well as risk impact. Communication effectiveness is another important indicator that involves assessing customer feedback, awareness and satisfaction.
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