Customers increasingly perceive and judge IT through the services it provides and are not interested in how and what type of devices are used to deliver these services. However, from the operator’s point of view, it is important that the expected services are guaranteed in the defined quality, and in the event of an incident, restored as quickly as possible; in addition, they must be able to control operating processes in order to achieve service objectives.
IT Service Management or IT Service Support Management (ITSM or ITSSM) refers to the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through the right mix of people, processes and information technology. IT service providers can no longer afford to focus on technology and their internal organization; they must now consider the quality of the services they provide and focus on the relationship with customers.IT Managed Services
ITSM is also seen as a practice of outsourcing day-to-day IT management responsibilities as a strategic method of improving operations. This may include the outsourcing of production support and life cycle construction / maintenance activities. The heart of service management is the act of turning resources into valuable services. This helps to understand the services provided, to ensure that the services actually facilitate the outcome, to understand the value of the services offered, and to manage all costs and risks associated with the services. Today’s CEOs face the challenge of meeting growing business demands as their budgets shrink and technology becomes more complex and expensive
so that the highest quality products are delivered. What are their requirements? Some of their main needs are listed below:
1. Availability of the application infrastructure for end users
2. Information technology strategy leveraging existing infrastructure
3. Simplified supplier management
4. Respect for corporate governance
5. Evolve IT operations for business growth
6. Ability to manage advanced technology
7. Create IT value potential, not just manage costs
In order to meet the specifications, many frameworks are developed to implement IT service management, such as collecting best practices, helping IT managers understand the relationship between business and IT, providing advice on organizing free reprint articles, implementing and measuring IT processes. The main examples are Microsoft Operations Framework (MOF) and Information Technology Infrastructure Library (ITIL).