Information Technology Services Management

Information Technology Services Management

Introduction

With Globalization and progression in technology, the role of information technology has diversified into a wide spectrum when it comes to management of business. The rapid integration of IT into business for the management purpose has become an integral part of an organization. The organization now prefers outsourcing its information system because it is cost effecting, fast to use and quick to implement with an increase in productivity. This amalgamation of IT with business has allowed the company to access proactive technology with limited computer resources. Amongst much IT solutions framework ITSM is considered to be a solution, which uses ITIL as its framework, to help the company organize its IT resources in an efficient manner.

ITSM, Information Technology Service Management, is widely known as 'user support' or 'help desk support'. It is a technique used to manage all the IT related services of an organization.

Discussion

Information Technology Infrastructure Library

The use of ITIL (Information Technology Infrastructure Library) has become a core necessity in organizations and enterprises. It is a conceptual model that provides a supporting structure for the deliverance of IT related services and will only produce productive results for the organization if implemented proficiently (Barrs, 2012). ITIL is the foundation that brings the business and IT together for the management of business. ITSM uses ITIL as its framework for providing a solution to the customers. Before the implementation of ITIL, an organization needs to know its requirements and needs related to its computer resources. This is because if ITIL does not fit to the company's requirement it could be expensive for the company and would not yield a positive outcome (Barrs, 2012).

IT Services Management (ITSM)

ITSM is a strategy that provides customer-focused IT services under agreed terms and conditions with the customer. It is a process-oriented approach that has made its projection compulsory in the industrial sector; it defines, manages and delivers IT performances as a service for the customer's organization (Pollard, et.al, 2010, p.114 & Wan & Wan, 2011, p.185). ITSM provides is very beneficial for a system for it provides fundamental changes to the organization by benefiting it with easy adaption, flexibility, service oriented and cost effectiveness. The inclusion of IT service management in the system development helps the system become more advantageous and compulsory (Pollard, et.al, 2010, p 115). To improve the management quality of IT services ITSM has appeared to IT operation in the light of process oriented services. ITSM, which was initially introduced to serve IT management of the organization, is now known as service and process oriented mechanism. It manages the operations related to IT according to the needs of the business. The modification in the mechanism of its working has made it of a processed and customer based discipline. IT service management provides a framework for organizing IT operations related activities. This permits an interaction between the business clienteles and user process with IT recruits (Nieto & Palacio 2012, p 927).

ITSM and ITIL

For the guidelines of ITSM, ITIL ...