Objectives Of IT Service Management

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INTRODUCTION
The main aim of IT service management is to deliver better customer services and also to improve operations in the various departments within an organisation by analysing the different activities and guiding it using a set of processes and procedures. ITSM consists of a mix of processes, standards, information technology and all managerial aspects which acts as a strategic approach to achieving organisational goals.

IT service management (ITSM) looks at the totality of activities by analysing the tasks of each particular department in an organisation and viewing them as a group. These activities are guided by policies systematized by designing processes and supportive techniques – that are executed by an organization to strategize, …show more content…

The most commonly used frameworks are: ITIL, COBIT, eTOM & MOF.
• Information Technology Infrastructure Library(ITIL) – ITIL focuses on five different areas of ITSM, namely: service design, service transition, service operation, service strategy and continual service improvement. IT infrastructure library emphasises efficient distribution of IT services which adds value to the organisation. ITIL also focuses on aligning the needs of the business with IT services.
• Control Objectives for Information and Related Technologies(COBIT) – COBIT is utilised worldwide by management which controls the IT business processes. COBIT deals with technical issues and business risks and offers control requirements to assist with handling these risks and issues.
• Business Process Framework(eTOM) – eTOM is a methodology which focuses mainly on telecommunications service providers. eTOM is mainly used in the telecommunications industry and provides important standards for the interaction between various service …show more content…

In the past, organisations have focused more on technology instead of users but recent times have developed a new outlook. Businesses are being persuaded to get the customers’ opinion regarding service and support, and their satisfaction is used as the new measuring device. This is determined by the aspiration for constant process advancement. In order to improve processes many service managers aim to align operations with the business. By making use of ITSM process improvement methodologies and implementing industry standard best practices, better services are being offered to the

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