Information Technology Service Management (ITSM)

Regulatory Compliance

Information Technology Service Management (ITSM) is a discipline for managing quality information technology (IT) services. ITSM provides value by facilitating outcomes that the business want to achieve. ITSM enables regulatory compliance for SOX (COSO), HIPAA, etc. ITSM establishes tangible deliverables and control systems to ensure compliance to business requirements through IT governance.

Business Alignment

IT service providers must provide value to business assets via capabilities and resources as well as focus on the technology and products that they support. ITSM creates a quality management system that assures alignment of IT services to business objectives.

IT must focus on Services to ensure alignment with the business. The business uses and/or buys IT services and not technology. However, IT organizations traditionally focuses on technology and not Services. Services are very complex and are composed of various types of technology. IT's focus on technology has lead to the following challenges:

Lack of direction and focus

Limited management information - decisions based on 'I think' rather than 'I know'

Limited structure in the customer support mechanism

Low customer confidence/perception

Out of date customer support system

Under managed support resources

Continual fire-fighting and break-fix

Recurring problems being resolved repeatedly rather than eliminated

Interrupt-driven

Over dependency on key technical staff

Uncoordinated and unrecorded change takes place that impact service

Unaware of changes in the business

Unclear staff resource/cost requirements

Inconsistent quality of call response and response times

The rationale for IT Service Management

Continual Service Improvement

ITSM promotes a services oriented approach that addresses these challenges to improve the delivery of services that are in alignment with business objectives. The Information Technology Infrastructure Library (ITIL) is a public domain ITSM framework. In contrast, the method for delivering ITSM in the past has traditionally been applied by major vendors using their proprietary frameworks.

The term ITSM and "IT Service Management" is generic. No one author, organization, or vendor owns the term "IT Service Management".

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Information Technology Service Management (ITSM)