Summary: An Introduction to IT Service Management with ITIL ITSM (Information Technology Service Management) is a process oriented, customer focused methodology which assists organizations in making improvements to their IT services delivery and support, by integrating IT services with the business. Introduction of ITSM creates tight knit service delivery and support, which guarantees quality (ITSM is ISO9000 compliant), continuity and efficiency of delivery of IT services. ITSM provides the way to adopt best practice and integrated strategy for essential IT processes such as: Service Level Management, Financial Management , Change Management, Release Management , Configuration Management, Capacity Management, Availability Management, IT Continuity Management , Service Desk and Problem Management. Some of the benefits deriving from ITSM are: Demonstrable cost savings by Financial Management and increased (internal) customer satisfaction and improved relationships with (external) service providers by Service Level Management.??ITSM is the practical application of ITIL (Information Technology Infrastructure Library)which was developed in the United Kingdom by government agency CCTA (Central Computer & Telecommunications Agency).? ITIL is the basis of the ITSM methodology.
It consists of a number of modules (books) covering most aspects of IT services.
ITSM is strongly supported in the Netherlands, the United Kingdom, in other European countries (all as a de facto standard), as well as in South Africa, Canada and the US.
In countries where ITSM is practised, national forums called ITSMF have been founded.
These national ITSMF’s have united their efforts in the international ITSMF, which aims to improve and further develop the method as well as to promote it worldwide. ITSM with ITIL is endorsed by Gartner. What do the IT Service Management processes deliver? Service Level Management: Achieving a specific, consistent, measurable level of service; Balancing the service levels people want against the cost of providing them; Making savings by more accurate specifications; Increasing user productivity as a result of better IT Services; Having objective service measurement data to resolve differences of opinion about service levels; Reducing the probability of unpredictable demands; Creating an arms length relationship between IT-users and providers, in order to create an easier route to Facilities Management.
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