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ITSM (IT Service Management, management of IT services) is the approach to management and organization of IT services directed to satisfaction of business needs. Management of IT services is implemented by IT service providers by use of an optimal combination of people, processes and information technologies. For assistance of implementation of approach to management of IT services a series of the documents ITIL is used.
Unlike more traditional technology approach, ITSM recommends to focus on the client and his requirements, on the services provided to the user by information technologies, but not on technologies. At the same time the process organization of provision of services and presence of the parameters of efficiency (KPI) which are in advance stipulated in agreements on the service layer allows IT departments to provide high-quality services, to measure and improve their quality.
Important point at statement of the principles of ITSM is the systemacity. At statement of each component of ITSM (incident management, configuration management, security management, etc.) its interrelation and coordination with other elements (services, processes) is without fail traced and at the same time necessary practical recommendations are made.
ITIL is not a specific algorithm or a guide to action, but it describes the best practices (good practices) and offers the recommendations about the organization of the process approach and quality management of provision of services. It allows to come off features of this specific enterprise in this specific industry. At the same time, despite a certain abstractness, ITIL is in every possible way aimed at practical use. Key factors of success of implementation of this or that process are given in each section of library, practical recommendations at the same time prevail over purely theoretical reasonings.
Определение ITSM из книги ITIL Service Strategy 2011: ITSM - management of the service assets (resources and capabilities) used to deliver services that support the achievement of the customer’s (internal or external) business outcomes.
From [1] the ITIL 2011 ItSMF Glossary Russia: Implementation and management of qualitative IT services which correspond to business needs. Management of IT services is implemented by IT service providers by use of the most optimal combination of people, processes and information technologies. IT Service Management - the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.
Refining on classification:
Implementation of the systems of the class ServiceDesk is the work requiring knowledge of methodologies of ITSM (ITIL) unlike implementation of management systems for IT infrastructure and assets. At implementation of the systems of the class ServiceDesk process documentation, as a rule according to ITIL is surely developed, at implementation of the systems of the 2nd class such does not happen. In practice, often implementation of the systems of the 2nd class happens without methodologies of ITSM and has more technical character or can go the additional project to the project on ITSM. Implementation of the systems of the 3rd class in Russia not much is also connected it with desire to consider IT assets, but not "configuration units" (for this purpose there is CMDB). These systems "trace" complete lifecycle, starting with the order and finishing write-off, they are often integrated with accounting systems and Service Desk.
The structure of traditional IT Service Desk assumes acceptance of addresses and the solution IT of incidents through the main communication channels: phone, mail, self-service portal. As a rule it is reactive support. Source ICL Services |
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