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ITSM aims to align the delivery of IT services with the needs of the enterprise. The full form of ITSM is IT Service Management. The focus of ITSM tools is to deliver satisfactory service to the end-user.
ITSM is a combination of a set of defined policies, process, and methods for delivering IT products and services. It improves and supports customer-centric IT services.
In this ITSM tutorial article, you will learn:
ITSM process helps you to manage IT services. Organizations need to manage the service's capabilities, how it performs, changes to it, and what happens when it experiences problems.
There are many different ITSM processes which appear in various forms in the other ITSM frameworks. Here are some vital ITSM processes:
It includes the physical and logical perspective of the IT infrastructure and services
It is standard methods and procedures to manage all the changes made in ITSM services
Testing, release, and verification of changes to the IT environment.
It is a day to day process, which restores normal, acceptable service with a minimal impact on business.
It optimizes IT infrastructure services, capabilities, and support to minimize service outages. It also offers sustained levels of service to suit the business requirements.
Helps the organization to manage resources and also allows them to plan for future resource requirements.
It helps you to improve and maintain the level of service to your clients. It helps to meet the SLA (Service Level Agreements).
Project management allows IT firms to maintain orderly services to avoid issues like outdated systems.
This IT service helps you to manage the costs required by the company to meet its financial obligations. These services also include the resources needed to meet requirements.
Knowledge management helps you to avoid duplicated work by organizing and making available information about various types of IT products and services.
A problem is the root cause of any incident. An IT organization might temporarily solve the issue but can't fix the problem. This may lead to incidents, so problem management is a method to fix issues to improve service delivery and performance.
Here, are five simple steps to implement ITSM process and workflows
Step 1) Audit your current ITSM operation and find out the gaps
Step 2) Educate, communicate, and involve stakeholder while implementing ITSM processes
Step 3) Outline the critical success factors and keep a tab on KPI and metrics
Step 4) Use relevant ITSM tools to automate the process
Step 5) Develop feedback loop and other stack holders
An ITSM tool is a software service that is widely used to deliver IT Services. It is standalone software or a suite of applications consisting of multiple apps to focus on various functions. It also helps you to perform various functions like incident management, managing service requests, etc.
Here, are some most popular ITSM services frameworks:
Business Process Framework (eTOM): It is a process framework for telecommunications service and providers.
COBIT (Control Objectives for Information and Related Technologies): This is an IT Governance framework which specifies control objectives, metrics, and maturity models.
FitSM: It is a standard for lightweight service management. It streamlines service management framework typically aligned with ISO/IEX 20000.
MOF (Microsoft Operations Framework): It includes a general framework of service management functions and guidance on managing services based on Microsoft technologies.
Six Sigma: This framework helps you to focus on your core objectives, collecting data, and analyzing. It helps to reduce defects in services and products.
TOGAF (The Open Group Architecture Framework): It is created and managed by an open group as a method to provide businesses with a structure for implementing the technology.
In ITSM framework, effectively managing IT as an enterprise-wide, service-oriented entity. It generally comprises following separate and distinct perspectives. It plays a crucial part in ITSM Success factors:
People - Helps you to offer quantity and quality of expertise and knowledge.
Process - IT and organization-specific practices, guidelines, procedures, etc.
Technology - It offers logical and physical technology infrastructure consisting of hardware, applications, DBMS, etc.
Organization
Internal and external business factors which affect IT, how IT and the organization interface, what is the organizations. It also includes how it does affect IT services.
Integration
It is also important how IT services should be integrated with a specific business model. It also includes what services does IT provide, how are the services are offers.
ITSM services always focus on better management of technology. But it mainly focuses on addressing the importance of aligning different IT services with business needs. Here are important attributes that have gone through a change from traditional IT to ITSM processes:
Traditional IT | ITSM Process |
Technology Focus | Process Focus |
Fire Fighting | Prevention |
Reactive | Proactive |
Focuses of users | Focuses on customers |
Centralized | Distributed |
Mostly Isolated | Integrated |
Informal processes | Formal processes |
One-off | Repeatable |
Use for IT perspective | Use for business perspective |
Operational oriented | Service orientation |
Here are important challenges while working with the ITSM process:
The ITSM Certification is governed by STQC, RCB, ISO/IEC 20000-1. Professionals with the ITSM Certification are trained with IT practices which helps them to deliver appropriate business solutions over a wide variety of IT-related requirements.
These professionals are being trained with IT best practices that allow them to deliver appropriate business solutions over the specific demands of their clients.
Benefits of Certification:
Here are some important benefits of using ITSM services:
Here are cons of using ITSM services
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