Editing IT service management

{{Short description|Management of information technology services that meet the needs of a business}}
{{Use British English|date=December 2014}}
{{Use dmy dates|date=December 2014}}
{{About||computer-managed services|Daemon (computing)}}

'''Information technology service management''' ('''ITSM''') are the activities performed by an [[organization]] to design, build, deliver, operate and control [[IT]] [[Service (economics)|services]] offered to [[customers]].<ref>{{cite web|url=https://fitsm.itemo.org/downloads/fitsm-core-standard/|title=FitSM Part 0: Overview and vocabulary|publisher=Itemo|date=2016-08-24|access-date=2018-11-27|archive-url=https://web.archive.org/web/20190418154425/https://fitsm.itemo.org/downloads/fitsm-core-standard/|archive-date=18 April 2019|url-status=dead}}</ref>

Differing from more [[technology]]-oriented [[IT management]] approaches like [[network management]] and  [[Systems management|IT systems management]],<ref name="KernHegering2006">{{cite book |first1=Michael |last1=Brenner |first2=Markus |last2=Garschhammer |first3=Heinz-Gerd |last3=Hegering|editor=Eva-Maria Kern |editor2=Heinz-Gerd Hegering |editor3=Bernd Brügge|title=Managing Development and Application of Digital Technologies: Research Insights in the Munich Center for Digital Technology & Management |chapter-url=https://books.google.com/books?id=6eJDAAAAQBAJ&pg=PA131|date=15 August 2006|publisher=Springer Science & Business Media|isbn=978-3-540-34129-1|pages=131–146|chapter=When Infrastructure Management Just Won't Do - The Trend Towards Organizational IT Service Management}}</ref> IT [[service management]] is characterized by adopting a [[Business process|process]] approach towards [[management]], focusing on customer needs and IT services for customers rather than IT systems, and stressing [[Continual improvement process|continual improvement]]. The CIO WaterCooler's 2017 ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)."<ref name="CIO WaterCooler">{{cite web|title=The IT Service Management Survey 2017|url=https://ciowatercooler.co.uk/the-it-service-management-survey-2017 |access-date=2017-11-28}}</ref> 

== Process ==

Execution of ITSM processes in an organization, especially those processes that are more workflow-driven, can benefit significantly from being supported with specialized software tools.<ref>{{cite web | url=http://www.mnm-team.org/pub/Publikationen/bren06/PDF-Version/bren06.pdf|title=Brenner, M. Classifying ITIL Processes - A Taxonomy under Tool Support Aspects|date=2006 |publisher=IEEE}}.</ref>

===Service desk===
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a ''Single Point of Contact'' (SPOC) to meet the communication needs of both users and IT staff,{{sfnp|ITIL Service Design|2011|page=22}} and also to satisfy both Customer and IT Provider objectives. ''[[End-user|User]]'' refers to the actual user of the service, while ''customer'' refers to the [[Business entity|entity]] that is paying for the service.  ITSM tools are frequently applied to other aspects of [[business]], this practice is often called [[enterprise service management]] (ESM).<ref>{{cite web |title=Enterprise Service Management |url=https://www.gartner.com/en/documents/3885965 |access-date=17 January 2023 |website=Gartner}}</ref>  One of the big pushes in ITSM is [[automation]] of mundane tasks, this allows people who perform these tasks to take on more critical tasks, this process called [[IT process automation]].

The ITIL approach considers the service desk to be the central point of contact between [[service provider]]s and users/customers on a day-to-day basis. It is also a focal point for reporting ''[[Incident (security)|incidents]]'' (disruptions or potential disruptions in service availability or quality) and for users making ''service requests'' (routine requests for services).<ref name="ITILServiceDesk" />

ITIL regards a [[call centre]] or [[help desk]] as similar kinds of [[tech support]] which provide only a portion of what a service desk can offer. A service desk has a more broad and user-centered approach which is designed to provide the user with an informed single point of contact for all IT requirements. A service desk seeks to facilitate the integration of business processes into the service management infrastructure. In addition to actively monitoring and owning incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and [[software licensing]].<ref name="ITILServiceDesk">{{cite book
 |title=ITIL Service Design
 |publisher=The Stationery Office
  |isbn=9780113313051
 |year=2011
|ref={{harvid|ITIL Service Design|2011}}
}}
{{cite book
 |title=ITIL Service Operation
 |publisher=The Stationery Office
  |isbn=978-0113313075
 |year=2011
|ref={{harvid|ITIL Service Operation|2011}}
}}</ref> [[Computer emergency response team]]s (CERT) are specifically dedicated to [[computer security]] incidents.

==Frameworks==
[[File:Itsm-context.png|thumb|Relationships between ITSM frameworks and other management standards]]
As a discipline, ITSM has ties and common interests with other IT and general management approaches,  [[information security management]] and [[software engineering]]. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. [[Capability Maturity Model Integration|CMMI]], [[ISO 9000]], or [[ISO/IEC 27000]].<ref>{{cite web |url=http://fitsm.itemo.org/fitsm-training-material |title=FitSM Foundation slides handout |publisher=Itemo.org |date=2015-05-01 |access-date=2015-07-30 |archive-url=https://web.archive.org/web/20190418154533/https://fitsm.itemo.org/fitsm-training-material/ |archive-date=18 April 2019 |url-status=dead }}</ref>

Various frameworks for ITSM and overlapping disciplines include:
* [[ITIL|ITIL (Information Technology Infrastructure Library)]] is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business.<ref>{{cite web|url=http://list.ly/list/5SO-alternatives-to-itil|title=(crowdsourced list of) Alternatives to ITIL|publisher=list.ly, Jan van Bon |date=2016-02-03 |access-date=2016-02-03}}</ref><ref name="KernHegering2006" /> 
* [[TOGAF]] is a framework and methodology that aims to define business goals while aligning them with architecture objectives related to software development.
* [[Business Process Framework (eTOM)]] is a process framework for telecommunications service providers.
* [[COBIT]] (Control Objectives for Information and Related Technologies) is an IT Governance framework that specifies control objectives, metrics and maturity models. Recent versions have aligned the naming of select control objectives to established ITSM process names.
* [[FitSM]]<ref>{{cite web |url=http://www.fitsm.eu |title=FitSM |publisher=Itemo |access-date=2018-11-27 |archive-url=https://web.archive.org/web/20180809095623/http://fitsm.eu/ |archive-date=9 August 2018 |url-status=dead }}</ref> is a standard for lightweight service management. It contains several parts, including e.g. auditable requirements and document templates, which are published under [[Creative Commons license|Creative Common licenses]]. Its basic process framework is in large parts aligned to that of ISO/IEC 20000.
* [[CMMI]], guides all types of service providers to establish, manage, and improve services to meet business goals.
* [[Application Services Library|ASL]]'s goal is the professional development of application management. This is achieved by offering a framework within which the processes of application management are brought in relation to each other.
* USM,<ref>{{cite web|url=http://usmwiki.com |title=USM Wiki |publisher=SURVUZfoundation |access-date=2024-02-13}}</ref> the principle-based USM method provides a standardized management system for a service organization to manage its people, its processes, its technology, and its services, based on an explicit service management architecture.USM specifies the management system that supports the practice-based frameworks and standards and is adopted by Dutch government<ref>{{cite web|url=https://www.noraonline.nl/wiki/USM_en_het_Dienstverleningsconcept |title=USM en het Dienstverleningsconcept |publisher=NORA |access-date=2024-02-13}}</ref> for its management architecture.
* [[ISO/IEC 20000]] is an international standard for managing and delivering IT services. Its process model bears many similarities to that of ITIL version 2, since BS 15000 (precursor of ISO/IEC 20000) and ITIL were mutually aligned up to version 2 of ITIL. ISO/IEC 20000 defines minimum requirements for an effective "service management system" (SMS). Conformance of the SMS to ISO/IEC can be audited and organizations can achieve an ISO/IEC 20000 certification of their SMS for a defined scope.
* [[Business Information Services Library|BiSL]] is a framework of best practices for the [[Information Management]] domain.
* MOF<ref>{{cite web|url=http://microsoft.com/mof |title=Microsoft Operations Framework |publisher=Microsoft.com |access-date=2012-10-07}}</ref> ([[Microsoft Operations Framework]]) includes, in addition to a general framework of service management functions, guidance on managing services based on Microsoft technologies.

==Professional organizations==
There are international, chapter-based professional associations, such as the [[IT Service Management Forum]] (itSMF),<ref>{{Cite web|title=itSMF International|url=https://www.itsmfi.org/}}</ref> and [[HDI (Corporation)|HDI]]. The main goal of these organizations is to foster the exchange of experiences and ideas between users of ITSM frameworks. To this end, national and local itSMF and HDI chapters (LIGs or local interest groups for itSMF)  organize conferences and workshops. Some of them also contribute to the translations of ITSM framework documents into their respective languages or publish their own ITSM guides. There are several certifications for service management like ITILv4, TOGAF or COBIT.<ref>{{Cite web|last=Shiff|first=Laura|title=Popular IT Service Management (ITSM) Frameworks|url=https://www.bmc.com/blogs/itsm-frameworks-popular/|access-date=2021-12-12|website=BMC Blogs|language=en-US}}</ref>

==See also==
* [[Customer service]] 
* [[Network and service management taxonomy]]
* [[ISO/IEC_33001|ISO/IEC 33001 Information technology -- Process assessment -- Concepts and terminology]] (software development)
* {{section link|Incident_management#IT_service_management}}

==References== 
{{Reflist|30em}}

==External links==
*{{Commons category-inline|IT Service Management}}
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