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August 26th, 2011

Posted on August 26th, 2011, 0:03

ITSM or Information Technology Service Management helps companies make processes more efficient and effective. ITSM extends into additional areas like processes and implementation to provide value added functionality. ITSM has evolved to facilitate and optimize assessment, planning, and implementation of ITIL best practices.

ITSM Implementation

Ideally, an ITSM Implementation includes
  1. Deciding on the existing IT infrastructure, processes and services.
  2. Determining the future state of IT and services that need to be developed and provided.
  3. Planning how to get to the preferred state from the present state.

The main objective of ITSM is to meet the IT needs of the overall organization in the pursuit and protection of goals. The business needs to be able to rely on IT to develop and acquire the required services and these services must continue to meet those requirements. This could include confidentiality, integrity, availability, performance and so on.

The Strategy
Going through ITIL, it is obvious that there are various stages that are inter-connected which affect the overall operations. Through the design and transition, there are two phases, the service strategy phase and the service operation phases that are of significance to IT managers.
  1. The service strategy phase creates a total strategy for information and communications technology services and ITSM. This phase concentrates on the detection of market prospects. The organizations can therefore develop services to meet a requirement on the part of internal or external customers.
  2. The service operation phase is where the rubber meets the road in the IT and communications technology business. It concentrates on the actions that are necessary to assist customers' services, and sustain their functionality.

Ensuring the Strategies Work Well for the Service Desk
By using any of the following service operation activities IT and communications technology managers can ensure the strategies are tied to the service desk

Deployment: This approach deploys services into the environment in a way that existing services and all new services work successfully. This way enables service desk managers to better understand the environment, and deploy services at the right time.

Contract portfolio: The contract portfolio lists all external and internal contracts along with their related responsibilities. Contracts under consideration need to be evaluated to ensure continued levels of agreed service.

Managing demand: When business patterns change, managing demand of IT resources become critical to ensure the continual level of agreed service is met. These activities help make certain that value is delivered throughout the service's lifecycle.

The service desk can prepare to support these service operation activities by defining a service desk organizational structure that aligns with the business strategy; and by identifying local business experts are critical to keeping abreast of changing business patterns. As IT efficiency is directly linked to business efficiency, it is essential for service providers to offer fast and efficient solutions and product support services for ITSM.

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By Josephmax, in: General