IT Service Management (ITSM)
can be defined very simply as the delivery and support of IT services to the
customers of those services. ITIL® defines a service as being the means of delivering
value to customers by facilitating the outcomes that customers want to achieve. So the primary concern of ITSM is enabling
customer outcomes to be achieved. ITIL
defines Service Management as a set of specialized organizational capabilities
for providing value to customers in the form of services and defines ITSM as
the implementation and management of quality IT services that meet the need of
ITSM is made up of an
appropriate mix of people, process, information technology and suppliers. Providers of IT services can no longer afford to simply focus
on technology and their internal organization they now have to consider the
quality of the services they provide and focus
on the relationship with customers.
IT services facilitates
outcomes by enhancing the performance of associated tasks and reducing the
effect of constraints. Traditionally
ITSM has had the primary concern of business IT alignment but outcome based
service definition moves beyond this alignment to business IT integration. Customer satisfaction is vitally important so
understanding customer’s required outcomes become a primary concern for IT
service providers and business relationship managers in particular.
The levels of service to be
provided is specified in service level agreements (SLAs) and agreement on these
levels confirmed with the customers and the service provider.
ITSM has ties
and common interests with process improvement frameworks and methodologies such
as Six Sigma, Deming cycle and CMMI.