IT Service Management and ITIL  Working Together Towards Total Customer Satisfaction

Customer satisfaction is one of the main goals, if not the top priority of a service-oriented company. If customers are happy with the service being provided to them, then it also means continued patronage and a key determinant in improving the quality of provisioned service within an imposed cost constraint. In information technology, an IT service concept also focuses on what the consumer receives and this is where Information Technology Service Management (ITSM) fits within the organization.

IT Service Management focuses on managing the IT components so as to provide the best quality service to customers in the most cost effective and efficient way. Like Information Technology Infrastructure Library (ITIL®), ITSM involves embracing of well-defined best practices that organization should adapt. The concept of ITSM is at the heart of ITIL® and is generally divided into two main areas: Service Delivery and Service Support.

Service Delivery consists of all the planning, development and delivery of quality IT services and in the long run, involves the processes on finding out ways to improve the quality of service delivered. The 5 disciplines under Service Delivery are: Service Level Management, Capacity Management, Contingency Planning, Availability Management and IT Financial Management. On the other hand, Service Support is a discipline that focuses on the users of the ICT services, in which they get involved in the process whenever they ask for changes or updates in the service, have difficulties accessing the service, or have queries about the service. The 6 Service Support disciplines are: Configuration Management, Problem Management, Incident Management, Change Management, Service Help Desk and Release Management.


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