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.


The Microsoft Company has been involved in the community of ITIL® for years now.  Both are adapting the contents of ITIL® and contribute to the latest, expanded and updated documentation of Microsoft. ITIL® offers a wide range of guidance documents that features the service delivery IT management and support including the essential parts of the IT infrastructure. Safety and security of the organization and the management of all its applications are the other features of the document. ITIL® helps in promoting the application of descriptive guidance to attain improvement in the different areas of service management with continuity.

Microsoft Company has the Microsoft Operations Framework (MOF) as a collection of best practice, models and principles that is built under the IT Infrastructure Library (ITIL®). The approach used by MOF is prescriptive and promotes the continuous improvement of the capabilities of IT service management using the process-driven tools. This is in contrast to the approach of ITIL® which is descriptive. To further discuss the Microsoft Operations Framework or MOF, the framework is the one making the necessary adjustments for the ever changing needs of any business. It optimizes all the processes for the increase in efficiency.

The principle of ITIL® when applied to the Microsoft technology provides the foundation in helping different IT organization to meet all the challenges that may be encountered and assist in their goal for the continuous improvement of the organization. It can give guidance to the operation and will enable the business to attain the critical missions of their systems with the high reliability and availability of the Microsoft products and its technologies.


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