For someone with no thorough understanding of ITIL® would construe "Service Management" as synonymous to Service Delivery and Service Support of ITIL® Management. ITIL® Service Management (ITSM) should be treated separately from the two-heart core of ITIL®.
ITSM refers to the area of management of IT service provision and should include the whole of ITIL® seven modules. Another aspect of ITSM is the provision of quality service IT to its customers, ensuring that requirements and expectations of customers are met.
The success of an organization lies on how its products or services are delivered to the customer’s doorsteps. This means that one of the biggest factors that a business organization should ensure is that they customers are smiling as they deliver their services. Some of the activities involved in the ITSM are as follows:
1. To serve as the focal person in the Service Level Agreement.
To facilitate in the documenting, negotiating and agreeing with
customer, setting of targets and the responsibilities of both parties.
2. To make a regular assessment of the customer opinions based
on customer feedback and customer satisfaction surveys
3. To have IT personnel to take the role of a customer and sample
the customer experience.
4. To have IT personnel look into the customer and business
perspective and make customer interactions simple and enjoyable.
5. To have an understanding of the IT infrastructure.
When all the ITIL® Framework is at hand, there is still the ITSM to support. As more businesses require high demand of IT, organizations will be interested in ITIL® (IT Infrastructure Library) Service Management. ITIL® ITSM is being considered as the best practice approach towards operations and service excellence.