What is IT Service Management (ITSM)? In today's technologically advanced
world, many organizations require the support of information technology.
ISO 20000
Information Technology Service Management (ITSM) System What is IT Service Management (ITSM)? In today’s technologically advanced world, many organizations require the support of information technology (IT) infrastructure and the services provided through it. Traditionally, IT services have been delivered from a technology perspective – striving to provide the most effective technical solution. However, a recent trend is shifting toward a more user-centric perspective, through an ITSM or IT Service Management System. ITSM is a discipline for managing IT systems with a customer’s perspective. It is intended to match the delivery of IT services with an organization’s needs, resulting in an improved rate of satisfaction among users.
What is the International Standard ISO / IEC 20000-1? ISO / IEC 20000-1, for the management of IT services, provide a systematic approach to managing and supporting IT services. This standard can help an organization maintain availability, reliability, capacity and continuity of that service, with a constant level of quality. The adoption of process areas included in ISO / IEC 20000-1 maximize the provided quality of service, aligns IT services with real business needs, reduces costs in maintaining IT systems and infrastructure, and increases customer satisfaction from these services. Realize
• Sustained Quality: leads to improved level of services and greater customer satisfaction. • Performance in the operation and maintenance of IT services: ITSM streamlines and optimizes the use of resources, infrastructure, and investment in managing these IT services. • Reduction of risks associated with IT services: given the high importance of IT services to existing business processes, minimizing the impact of business interruptions is necessary. • Business generation: ITSM increases business either from the sale of the provision of IT services or from their use in other business processes of the organization.
Benefits of ITSM to the IT organization: The IT organization itself also benefits from the adoption of ITSM strategies: • Understanding of business needs: the technology and its use are in line with requirements imposed by business. • Controlled operation and approach to service: maintenance service is the first priority. • Define roles and responsibilities: all staff knows assigned responsibilities and duties.
ISO / IEC 20000-1 allows the organization to show its commitment to an infrastructure of reliable information technology, with the help of professionals, while at the same time improving the overall satisfaction of customers, employees and the organization’s image in the market.
• Increased reliability in the IT infrastructure: users understand the IT infrastructure and provide services that improve their work process.
Why are companies adopting it?
• Evidence for improvement: continuous improvement is likely because progress is measured.
IT service management (ITSM) presents specific advantages for organizations: • Aligning IT to the business: technology’s use is coordinated with the business from a strategic perspective, so it supports the business.
• Increased availability of IT services: the services are available whenever needed, minimizing downtime.
16855 Northchase Drive • Houston, Texas 77060 USA • Phone: (281) 673-2843 • Fax: (281) 673-2844 E-mail:
[email protected] • Web: www.ABS-QE.com © Copyright 2012 ABS Quality Evaluations, Inc. All rights reserved.
