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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 the business.
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.