Information Technology Service Management- ITSM
The origin of ITSM can be found in Mainframe environments, and over the years of user experience a chain of recurring processes were observed i.e., problem and change management, configuration management, capacity planning and performance management, disaster & recovery, availability management and more. Though these processes and functions are interdependent and should occur in a chronological order but it has not seen a common practice specially within the defined boundaries and regulations. ITSM enforce this practice in a very well defined and precise way. Picture on right explain a very high level of ITSM functions.
Information Technology Infrastructure Library – ITIL
is a set of practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business. ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization’s strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from
which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
ITIL is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth. Hundreds of Banks and other organization has adopted ITIL and added value to their business.
The ITIL best practices are currently detailed within five core publications:
- ITIL Service Strategy
- ITIL Service Design
- ITIL Service Transition
- ITIL Service Operation
- ITIL Continual Service Improvement.
These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.
Our experience team have implemented the ITSM and ITIL framework in a environment where a super set of portfolios and application existed. From simulation of Incident to Problem resolution, we have facilitated the users and departments with a systematic and disciplined way of raising and resolving issues within agreed time and resources. The image bellow will illustrate how traditional IT processes are translated into new processes.
