IT service management is regarded as a strategic approach to managing, designing, improving and delivering IT used in an organization. The term is frequently connected with ITIL (Information Technology Infrastructure Library), a structure that provides best practices for adjusting IT to business needs. The main objective of service management is to guarantee that the right procedures, individuals and innovation are set up so that organization can meet its business objectives.
Introduction to Process Management
ITILv3 is the most used framework for IT process management. In late 1980’s, ITIL was made because of ITSM best practice requirement and following to that it became the de facto framework widely used by most organizations worldwide. The latest version of ITIL includes IT service lifecycle with five parts: Strategy, Design, Transition, Operations and Continual Service Improvement.
In IT service management life cycle, strategy is the beginning part and is commonly the area that needs priority attention in IT organizations. Nowadays, organizations concentrate on the Operation processes or Transition while keeping in mind that these give advantages to the business, particularly as to keeping the lights on. More strategic about delivering value to business is highly needed. Service strategy helps align IT and business strategies. It is effective when it comes to establishing priorities, identifies risks and constraints, develops IT service portfolios, confirms resource allocation and focuses on reasons why your business should do something instead of the how.
Service design stage takes IT service strategy and turns it into a detailed plan for achieving success in business objectives. Usually the common old woodworking principle known as the ‘measure twice, cut once’ applies here. Typical issues involve insufficient time on design resulting to implementing or planning something isn’t necessary or does not meet business objectives and needs. To cut cost effectively, it is wise to identify the issue shown on the Design than waiting until operations or transition happens. As a summary service design incorporates whole IT organization, including process, people, internal/external service providers and technology.
This part takes outputs from Service Design such as SDP or Service Design Package and prepares changed services to go live in the arena of Service Operations. It effectively helps manage the risk through test and build phases. When we say Service Transition it is all about testing services over the existing criteria developed in Design, creating transition plans, capturing and managing knowledge and controlling and preventing undesired consequences.
This is where value identified in Service Strategy finally practiced by the business or in short, this is where the rubber hits the road. Service Operation received most attention in the lifecyle and also the part where there is need for activity improvements to ensure business success. Service Operation is necessary as its main functions focus on maintaining a stable IT environment through proactive and reactive means.
Continual Service Improvement
To complete the lifecycles and to find out that everything is working, CSI lifecycle provides the best practice and guidance for large and incremental scale improvements. Most common inputs to CSI include process compliance exceptions, service level breach reports, customer complaints, incident and problem trending, etc.