An Overview of IT Service Management and ITSM Frameworks

The following areas of concern can be addressed by ITSM:

• Services:  ITSM can be implemented in IT applications, infrastructure, and hardware.
• Quality:  The quality of services can be improved, and IT problems can be solved effectively and efficiently.
• Cost: Implementation of ITSM can help in keeping costs under control and stay within the budget.
• Business:  ITSM allows a company to concentrate better on its core competencies in order to achieve its goals.
• End-users:  The employees and customers who make use of IT services are also benefitted.

The common ITSM frameworks which are used to help an organization meet its business goals are:

1. ITIL
2. COBID
3. Six sigm
4. ISO/EIC 20000
5. Microsoft Operations Framework

The Information Technology Infrastructure Library (ITIL)  is a vital component of the ITSM framework, and the two terms are often used interchangeably. The governing body for ITIL is Axelos, which is a joint venture between the UK government and Capita. There are 5 stages of the ITIL service lifecycle :

• The first stage is Service strategy.
• Then we have, Service design.
• And then, Service transition.
• Followed with, Service operation
• And finally, Continual service improvement

Control Objectives for Information and Related Technologies is a framework for IT governance that is used for developing, implementing, monitoring and improving the practices related to IT governance and management. The IT Governance Institute and the Information Systems Audit and Control Association (ISACA) are the publishers of COBIT. The latest version of COBIT focuses on the value of information governance and enterprise risk management.

This is a framework for management that lays emphasis on improving product quality by measuring the defects and systematically eliminating them until there are nearly zero defects. It involves setting objectives that are extremely high, collecting the data, and analyzing the results to a fine degree in order to reduce the number of defects in products and services.

The Six Sigma  methodology is executed using the DMAIC and the DMADV processes.

The ISO/IEC 20000 is a global standard for managing and delivering IT services that describe the minimum requirements of an ITSM system adequately. The conformance of the service management system (SMS) of an organization to ISO can be audited, and the organization can achieve the ISO/IEC 20000 for their service management system. The ISO 20000 was developed by the British Standards Institutions (BSI), which is an organization for international testing and certification.

The Microsoft Operations Framework is a set of 23 documents that are used by IT professionals to guide them in creating, implementing, and managing services in an efficient and cost-effective manner. This Microsoft Operations Framework (MOF) is an alternative to the Information Technology Infrastructure Library (ITIL). It provides guidelines for an entire IT service lifecycle from the inception of the concept to its retirement.

The ITSM framework is implemented using a 5-step model.

1. Assessment:  The present state of the IT infrastructure in the organization is determined.
2. Design: Advanced designs are formulated for the organization based on the requirements.
3. Planning:  It is important to create appropriate plans which will help the business to evolve and grow.
4. Implementation:  The newly developed frameworks are implemented in order to ensure future growth.
5. Support: After the frameworks have been implemented, it is essential to provide maintenance, management, and improvement to all the IT plans across the organization.

• It provides a better understanding of the needs of the business and the reason they are required.
• Implementation of ITSM results in increased productivity.
• It is a repeatable and scalable process
• It provides a set of well-defined roles and responsibilities.
• The end-users are satisfied as it provides them with realistic expectations.
• It can prevent IT issues before they can arise.
• It has the ability to identify the problems which are repeating and address them.
• The analytics helps to measure and improve the performance of the IT department.

• The IT department can quickly react to changes and innovations in the market.
• The availability of IT services and their performance is better which allows employees to be more productive.
• Issues relating to IT are not very common which translates into lower costs.
• The employees are aware of the availability of the services and the procedure to use them.

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