Information Technology Service Management (or ITSM) focuses on the relationship of the
company with its customers. Since the ultimate goal of any business is to satisfy customers,
ITSM becomes a special area for handling service management – thus providing the framework
to structure IT-related activities. ITSM is a discipline for managing IT systems from the
perspective of the customer. It utilizes IT technical personnel for handling customers and
other end users (who would be more focused on the operational concerns in the so-called back
end or back office. Its concern is in the delivery of technology to the client business.

ITSM may encompass the following areas: Information Technology Infrastructure Library
(ITIL®), Application Services Library (ASL), Control Objectives for Information and Related
Technology (CobiT), Business Information Systems Library (BISL), Microsoft Operations
Framework (MOF), and other approaches available from IT providers (like the Helpdesk
Institute and eSourcing Capability Model for Service Providers for producing a center
focused on service management.)

ITSM assures the client business of service quality, security and compliance. It should be
able to provide a framework that can deliver a fast and user-friendly solution customized
for the needs of the client business. ITSM is not limited to technical companies alone since
even non-technical companies such as banks, hospitals, financial institutions and travel
industries utilize this type of system.

When choosing the right provider, it is important to note that the service offered must be
in line with the objectives, goals, strategies and processes of the client business. A
basic function the provider must aspire to provide is a solution to customer service
problems to increase desk productivity. Best of all, it must give the client company an edge
to compete globally.

All IT organizations (and IT-dependent companies) have to face management challenges at
some point – the question is how to face these management challenges head on rather than
dodge them.

For instance, if IT Management has to contend with Maintenance Management problems, this
means that they may have a specific software to use because of the sheer complexity of the
IT system itself. The software helps make the job of decision makers easier and the job of
the maintenance team itself more convenient to do. Time and cost challenges are dealt with
better with appropriate software to complement the skills of the IT Management team. Supply
chain problems are smoothed out and resolved quickly so that materials are sourced and
delivered faster and more efficiently.

IT Management might be using a Computerized Maintenance Management System (CMMS) software
for all these Maintenance Management problems and to find their correct solutions. The CMMS
can assist in the areas of planning, project implementation, asset management (which may
cover inventories of equipment, tools and parts), creation of a knowledge database
(regarding documentation of maintenance service, tracking of part serial numbers, and
reliability data), best practices documentation, and documentation of warranties and

Project planning logistics is another function of the CMMS. This covers tagging which
critical path of prioritized activities should be followed and in what order. Prioritized
activities may mean either inspection, diagnosis, location or ordering of services and

In Maintenance Management, the main goal is to fix or even replace the impaired component
so that the system can be brought back to functional status as soon as possible.

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