Information technology, or IT, plays a major role in the operation of many businesses today. This term refers to application of computers and telecommunications equipment in order to manipulate, transmit, store and retrieve data. IT service management, or ITSM, refers to implementation and management of IT services. A company that offers ITSM services may provide the right solutions to help a business run effectively.
This practice is associated with the process-improvement methodologies and frameworks, such as: Six Sigma, CMMI and TQM. It is implemented to provide a framework in order to structure information technology-related tasks and interactions of IT technical staff with business users and customers. In a broader respect, this type of process overlaps with business service management and IT portfolio management. This is especially true when it comes to financial control and IT planning.
Usually ITSM does not deal with technology development. However, it is focused on operational issues or back office, which may also be known as operations architecture. In this respect, it is often thought to be analogous to enterprise resource planning, ERP, for IT.
ITSM is similar to a management information system but with a different point of view. It is thought to be far more introspective than outward facing and academic, which is true of MIS. Basically, it involves the IT thinking about IT delivery to a business and not information that a business needs. There are many frameworks and authors that associated with the discipline. Likewise, many proprietary techniques might be taken.
This mostly is used for the alignment of delivery for IT service that are needed by enterprises. Much emphasis is on benefits to the customers as well. The practice involves a paradigm of change from managing IT as separate components to focusing on the delivery of services through different process models.
There are multiple indicators used for analysis purposes during ITSM audits. Growth and value are checked. This involves tracking the revenue growth against utilization and investment. Budget adherence is an important indicator, as is risk impact. There is also communication effectiveness that relates to assessment of customer awareness, satisfaction and feedback.
This practice is associated with the process-improvement methodologies and frameworks, such as: Six Sigma, CMMI and TQM. It is implemented to provide a framework in order to structure information technology-related tasks and interactions of IT technical staff with business users and customers. In a broader respect, this type of process overlaps with business service management and IT portfolio management. This is especially true when it comes to financial control and IT planning.
Usually ITSM does not deal with technology development. However, it is focused on operational issues or back office, which may also be known as operations architecture. In this respect, it is often thought to be analogous to enterprise resource planning, ERP, for IT.
ITSM is similar to a management information system but with a different point of view. It is thought to be far more introspective than outward facing and academic, which is true of MIS. Basically, it involves the IT thinking about IT delivery to a business and not information that a business needs. There are many frameworks and authors that associated with the discipline. Likewise, many proprietary techniques might be taken.
This mostly is used for the alignment of delivery for IT service that are needed by enterprises. Much emphasis is on benefits to the customers as well. The practice involves a paradigm of change from managing IT as separate components to focusing on the delivery of services through different process models.
There are multiple indicators used for analysis purposes during ITSM audits. Growth and value are checked. This involves tracking the revenue growth against utilization and investment. Budget adherence is an important indicator, as is risk impact. There is also communication effectiveness that relates to assessment of customer awareness, satisfaction and feedback.
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