ITSM Frameworks ITSM frameworks offer organizations a systematic method for overseeing IT services. ITIL, which is currently the most-widely adopted ITSM framework, contains best practices related to managing IT services across five phases: Service Strategy, Service Design, Transition of Operations to Production Operations and Continuous Service Improvement.
COBIT is another popular ITSM framework which emphasizes governance and control, offering best practices for IT processes, governance and management. ISO 20000 also serves as an internationally accepted standard framework for managing IT service management; organizations may choose one or both frameworks based on their needs and goals.
IT Service Management Processes ITSM processes are essential elements of effective IT service management for organizations. Businesses should clearly document and implement ITSM procedures which reflect their business goals; some common examples are as follows.
1. Incident Management: Incident management refers to the practice of overseeing incidents from their inception through identification, recording and resolution – with an aim towards returning normal service operations as quickly as possible.
2. Problem Management: Problem management refers to the practice of identifying, analyzing and solving issues or conflicts that arise within an organization or its systems. Ideally, problem management seeks to pinpoint their sources so as to prevent future recurrences of problems that have already surfaced.
3. Change Management: Change management refers to the practice of overseeing changes made to IT services through planning, approval and implementation processes. Its aim is to make certain changes occur safely and predictably.
4. Service Level Management (SLM): Service level management refers to the practice of overseeing service levels through definition, negotiation and monitoring of Service Level Agreements (SLAs). SLM seeks to meet business demands while still fulfilling IT services that satisfy those demands.
IT Service Management Tools
ITSM tools are software applications used by organizations to effectively oversee their IT services, with these applications providing an central system for tracking incidents, problems, changes and service levels across an enterprise’s IT services. ITSM Tools may include incidents management programs as well as service level tracking solutions like those listed here:
1. Service Desk Software: Service desk software provides a centralized system for tracking incidents and requests related to service delivery issues.
2. Asset Management Software: Asset management software allows organizations to easily keep an inventory and usage log of IT assets like hardware, software licenses and license agreements. By centrally tracking asset inventory and usage it helps maintain control and track overall costs associated with asset ownership and use.
3. Monitoring Tools: Monitoring tools are designed to keep an eye on the performance of IT services and infrastructure, offering real-time surveillance of system health and functionality.
Implementation of ITSM
Implementing ITSM involves developing and deploying processes and tools aligned with an organization’s goals and objectives for optimal ITSM practice implementation. Below are three steps involved with best practice ITSM:
1. Set ITSM Goals and Objectives: Organizations should clearly establish their ITSM goals and objectives, including any expected benefits from adopting ITSM best practices. In doing this step, key stakeholders need to be identified so they are on board for implementation of this initiative.
2. Assess: Organizations should assess their current ITSM capabilities to understand its strengths and weaknesses when it comes to existing processes and tools for ITSM management. To do so effectively, organizations need to review all processes, tools, performance metrics related to these practices in detail.
3. Design ITSM Processes: Organizations should design ITSM processes that support their business goals, documenting ITSM procedures and outlining roles and responsibilities of IT staff as well as key performance indicators (KPIs). This step may also require creating KPIs.
4. Implement ITSM Tools: Organizations should implement ITSM tools that support their processes, including service desk software, asset management software and monitoring tools. This step involves selecting and deploying appropriate ITSM tools as part of this step.
