IT Service Management (ITSM)

IT Service Management (ITSM) is a general term that describes a strategic approach for designing, delivering, managing and improving the way information technology (IT) is used within an organization. The goal of every IT Service Management framework is to ensure that the right processes, people and technology are in place so that the organization can meet its business goals.

Techserity uses Information Technology Infrastructure Library (ITIL) as the core standard and framework for delivery of ITSM advisory services. However, there are additional elements of COBIT and CMM that are assessed as part of the overall ITSM strategy development.

The ITIL (Information Technology Infrastructure Library) framework is designed to standardize the selection, planning, delivery and support of IT services to a business. The goal is to improve efficiency and achieve predictable service levels. The ITIL framework enables IT to be a business service partner, rather than just back-end support. ITIL guidelines and best practices align IT actions and expenses to business needs and change them as the business grows or shifts direction.

ITIL processes are grouped into stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Each of the five stages is focused on a specific phase of a service’s life cycle.

Service Design

  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Service Catalogue Management
  • Supplier Management
  • Security Management

Service Transition

  • Change Management
  • IT Service Asset & Configuration Management
  • Release & Deployment Management
  • Service Validation & Testing
  • Knowledge Management

Service Operation Functions

  • Service Desk Function
  • Technical Management Function
  • IT Operations Management Function
  • Applications Management Function

Service Operation Processes

  • Event Management
  • Request Fulfillment
  • Access Management
  • Incident Management
  • Problem Management

Continual Service Improvement

  • Service Measurement & Reporting
  • 7 Steps to Improvement Model

Advantages of ITIL

Organizational benefits of adopting ITIL best practices include:

  • Stronger alignment between IT and the enterprise
  • Improved service supply and buyer satisfaction
  • Decreased prices using improved use of assets
  • Greater visibility of IT prices and property
  • Better administration of enterprise threat and repair disruption or failure
  • More secure service atmosphere to assist fixed business change
  • Scalable and used by any size organization
  • Non-proprietary practice and does not require a license to practice and it is independent of any commercial solution or platform
  • Aligned to Standards – ITIL is well aligned to the ISO/IEC 20000 Standard for Service Management

Our Assessment and Implementation Methodology

Step 1: ITIL Project Preparation
Step 2: Definition of the IT Service Structure
Step 3: Selection of ITIL Roles and Role Owners
Step 4: Analysis of As-Is Processes: ITIL-Assessment 
Step 5: ITIL Process Implementation and Training
Step 6: Definition of the To-Be Process Structure
Step 7: Definition of Process Interfaces
Step 8: Establishing Process Control
Step 9: Designing the Processes in Detail
Step 10: Selection and Implementation of Application Systems

Learn More

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