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All aspects of ITSM are process-based and tie common interests with various improvement methodologies and frameworks. The study is not related to the use of particular IT management products but focuses on delivering frameworks that make IT elated interactions and activities better oriented with the business goals and customer demands. In many cases, ITSM overlaps itself with IT portfolio management practices and business service management. One should understand that this is a complete “back office” managerial activity and is also referred to as operations architecture. Many experts suggest ITSM to be analogous to ERP (Enterprise Resource Planning).
History of ITSM
The first use of ITSM methodologies can be drawn back to when IT businesses used vast mainframe environments. The technology got refined over the years and the functions attained high maturity levels. Some of the best examples of ITSM methods are change management, capacity planning, configuration management, disaster recovery, performance management, availability management and many others. The main difference between the old mainframe environments and today’s ITSM practices is that mainframes had a typically centralized system. However, ITSM can be applied to both centralized and distributed systems. Further mainframe technology was largely technology based and available as stand-alone practices, ITSM focuses on varied integrated services to satisfy business goals.
ITSM does focus on better management of technology but it more necessarily addresses the importance of aligning different IT services with business needs. Here are some attributes that have gone through a change from traditional IT to ITSM processes:
Traditional I/T | ITSM Process |
Technology Focus | Process Focus |
Fire Fighting | Prevention |
Reactive | Proactive |
Users | Customers |
Centralized, done in-house | Distributed, sourced |
Isolated, silos | Integrated, enterprise-wide |
One off, adhoc | Repeatable, Accountable |
Informal Processes | Formal Best Practices |
IT internal perspective | Business perspective |
Operational specific | Service orientation |
Other critical areas of ITSM include service objectives and technology infrastructure.
What is ITSM based on?
ITSM is highly related to the ITIL (Information Technology Infrastructure Library). ITIL is the official publication of the United Kingdom Cabinet Office, wherein it covers many related topics as distinct disciplines. The latest version of ITIL is its 2011 version which is a revision of the ITIL version 3 published in 2007. ITIL groups IT business processes into five categories including service design, service strategy, service operation, service transition and lastly CSI (continual service improvement).
For more information about ITIL, Watch below ITIL introduction video:
While ITIL rings forth the necessary documents for better management decisions, ITSM helps with tools that enable deployment of the guidelines to unique business needs. The basic ITSM methodology constitutes:
The main aims of the ITSM principles are to:
The ITSM Implementation framework follows a five step model that includes:
The important “perspectives” within this framework include:
The ITSM Certification is governed by STQC, RCB (Registered Certifying Organization), ISO/IEC 20000-1. This standard is based upon the ITIL framework enabling the best practice guidelines that ensure the best alignment of IT services with the overall business process. Professionals with the ITSM Certification are trained with IT practices that help deliver appropriate business solutions over a wide variety of requirements.
Here is a video that takes you through overview of ITSM:
The certification validates key credentials including:
This means ITSM certified candidates are recognized experts in effective and efficient use of people, process, products, and partners, thus ensuring the growth of the business.
ITSM, also sometimes termed as service management thinking, is a systematic way of business operations, offerings, contracting and provisioning services to customers. ITSM frameworks and practices have long been regarded as the best tools to ensure business results and meeting customer expectations. ITSM is a recognized tool all over the world and top companies use the framework to meet the growing challenges of competition and technological innovation.
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Eshna is a writer at Simplilearn. She has done Masters in Journalism and Mass Communication and is a Gold Medalist in the same. A voracious reader, she has penned several articles in leading national newspapers like TOI, HT and The Telegraph. She loves traveling and photography.
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