Information Technology Service Management (ITSM) Primer
What is ITSM?
ITSM is a
discipline for managing information technology products (hardware and
software), processes (management and technical) and resources (people
and organization). It is
based on a service centered philosophy of IT department's
contribution to the business rather than the traditional product centered
philosophy managed by very technically minded resources.
quality services that provides the outcomes that the business wants to achieve.
compliance, for example SOX (COSO), HIPAA, etc by establishing tangible deliverables,
quality management and control systems
for IT governance.
The Information Technology
Infrastructure Library (ITIL) is a public domain ITSM framework that is
a globally recognized set of best practices for ITSM.
ISO/IEC 20000 is the
international standard for ITSM. Click
here for an Executive Overview of ITSM.
Why is ITSM
for ITSM is due many IT challenges and the need to correct typical issues
confidence/perception of IT
IT is unaware of
changes in the business
incidents that frustrate users
changes take place that disrupt services
dependency on key staff
Out of date
customer support system
fire-fighting and break-fix
information - based on 'I think' rather than 'I know'
communication between resources
cooperation between IT departments
direction and focus
Business needs, First!
service providers must provide value to the business by providing capabilities and
resources to manage services as well as manage the
technology and products that support these services. ITSM creates a quality
management system that assures alignment of IT services to business
The business uses IT "services" and not just "technology
products". IT must focus on Services and ensure alignment with the business
needs, however, IT organizations have traditionally focused on technology
IT's focus on technology and products has lead to the many challenges.
For Continual Service
ITSM promotes a service oriented approach that addresses
these challenges and improves the delivery of services that align with
business objectives. In
contrast, the method for delivering ITSM in the past has traditionally been
applied by major vendors using their proprietary frameworks such as Microsoft
Operations Framework (MOF), HP ITSM Reference Model, IBM IT Process Model (ITPM),
Deloitte CIO Framework, and many others that do not interoperate.
The terms ITSM and "IT Service Management"
No one author, organization, or vendor owns these terms.