IT service management
To understand what IT service management is, we first need to define the term IT services:
IT services refers to all the activities related to technology found in your workplace.
For example, your company’s laptops, desktop computers, printers and much more.
Any maintenance, troubleshooting or manipulation of these devices is an IT service.
The IT professionals are in charge of all these missions, whether they are outsourced or part of the company’s staff.
These IT services can include simple tasks such as resetting your employees’ forgotten password, or more complex ones such as installing and deploying your enterprise’s software.
As for IT Service Management (also referred to as ITSM), it is the ensemble of operations related to the design, creation, delivery, support and management of these IT services.
IT Service Management also encompasses resolving day-to-day issues and end-to-end management of these services.
With the ultimate aim of improving IT services for businesses, IT service management is a collection of processes that enable IT departments to design, create, deliver, support and manage IT services.
IT service management
To understand what IT service management is, we first need to define the term IT services:
IT services refers to all the activities related to technology found in your workplace.
For example, your company’s laptops, desktop computers, printers and much more.
Any maintenance, troubleshooting or manipulation of these devices is an IT service.
The IT professionals are in charge of all these missions, whether they are outsourced or part of the company’s staff.
These IT services can include simple tasks such as resetting your employees’ forgotten password, or more complex ones such as installing and deploying your enterprise’s software.
As for IT Service Management (also referred to as ITSM), it is the ensemble of operations related to the design, creation, delivery, support and management of these IT services.
IT Service Management also encompasses resolving day-to-day issues and end-to-end management of these services.
With the ultimate aim of improving IT services for businesses, IT service management is a collection of processes that enable IT departments to design, create, deliver, support and manage IT services.
IT service management processes
IT service management processes include five stages :
Service strategy
This is the first step and the foundation for any organization’s process building.
It involves the organization’s services establishment, strategic planning of processes and the recognition and development of assets required to keep the processes moving.
IT service management processes
IT service management processes include five stages :
Service strategy
This is the first step and the foundation for any organization’s process building.
It involves the organization’s services establishment, strategic planning of processes and the recognition and development of assets required to keep the processes moving.
The following are the aspects of the service strategy stage :
Strategy management :
This involves assessing the company’s market, offerings, and competition.
Afterwards, the process of strategy development for IT services takes place.
Service portfolio management :
This aspect involves the management of the service catalog.
The purpose for this step is to ensure that the service catalog has the adequate IT services for the customers all within the defined level of investment.
Financial management :
This has to do with all the management related to the organization's budget, accounts, and bills.
Demand and capacity management :
This aspect relates to the comprehension and anticipation of the customer’s demands for the defined IT services. Through this step, the organization ensures that it has the capacity to meet the needs of its customers.
Business relationship management or BRM :
This refers to the identification of users’ needs. This allows the organization to make sure that the right services are developed to meet their users’ requirements.
The following are the aspects of the service strategy stage :
Strategy management :
This involves assessing the company’s market, offerings, and competition.
Afterwards, the process of strategy development for IT services takes place.
Service portfolio management :
This aspect involves the management of the service catalog.
The purpose for this step is to ensure that the service catalog has the adequate IT services for the customers all within the defined level of investment.
Financial management :
This has to do with all the management related to the organization's budget, accounts, and bills.
Demand and capacity management :
This aspect relates to the comprehension and anticipation of the customer’s demands for the defined IT services. Through this step, the organization ensures that it has the capacity to meet the needs of its customers.
Business relationship management or BRM :
This refers to the identification of users’ needs. This allows the organization to make sure that the right services are developed to meet their users’ requirements.
Service design
The goal of this stage is the planning and designing of IT services to meet the organization’s needs.
Assessment of current services and seizing improvement opportunities as well as creating new services are the main pillars of this stage.
Service design
The goal of this stage is the planning and designing of IT services to meet the organization’s needs.
Assessment of current services and seizing improvement opportunities as well as creating new services are the main pillars of this stage.
These are the aspects of service design :
Design coordination :
This stage is about ensuring the consistency and effectiveness of the improved and/ or recently designed information systems.
Service catalogue management :
This involves the creation of an IT service catalog that includes all the organization’s IT offerings as well as their current status, in addition to its maintenance and update.
Risk management :
This step is about managing potential risks caused by IT service processes through identifying them, keeping records and possible workarounds to these risks.
Service level management :
This involves discussing with customers to identify and fix service-level agreements.
These are the aspects of service design :
Design coordination :
This stage is about ensuring the consistency and effectiveness of the improved and/ or recently designed information systems.
Service catalogue management :
This involves the creation of an IT service catalog that includes all the organization’s IT offerings as well as their current status, in addition to its maintenance and update.
Risk management :
This step is about managing potential risks caused by IT service processes through identifying them, keeping records and possible workarounds to these risks.
Service level management :
This involves discussing with customers to identify and fix service-level agreements.
Capacity management :
The purpose of this step is to analyze the capacity of the provided IT services and ensure that they’re correspondent to the service-level agreements and the customers’ expectations.
Availability management :
This is about making sure the IT services are available to meet the needs of the customers based on the service-level agreements.
IT service continuity management :
This stage involves ensuring the continuity of the business through risks management.
Information security :
The aim of this step is to maintain the security of the company’s data and information. In addition, it ensures the confidentiality and integrity of the organization.
Compliance :
This step consists of making sure the IT services comply with enterprise and legal policies.
Architecture management :
This is the stage where the planning and development of the organization’s future IT system happens. This is based on new technologies available in the market currently.
Supplier management :
This concerns managing suppliers’ contracts to make sure they meet the agreed-upon commitments.
Capacity management :
The purpose of this step is to analyze the capacity of the provided IT services and ensure that they’re correspondent to the service-level agreements and the customers’ expectations.
Availability management :
This is about making sure the IT services are available to meet the needs of the customers based on the service-level agreements.
IT service continuity management :
This stage involves ensuring the continuity of the business through risks management.
Information security :
The aim of this step is to maintain the security of the company’s data and information. In addition, it ensures the confidentiality and integrity of the organization.
Compliance :
This step consists of making sure the IT services comply with enterprise and legal policies.
Architecture management :
This is the stage where the planning and development of the organization’s future IT system happens. This is based on new technologies available in the market currently.
Supplier management :
This concerns managing suppliers’ contracts to make sure they meet the agreed-upon commitments.
Service transition
This is the stage for building and testing the IT services.
Therefore, there may be changes throughout this transition.
Several steps are required in this process such as change management, evaluation and risk management since there’s no transition without risk.
Change management and evaluation :
This relates to managing operational, strategic or tactical changes.
<b<>Project management :
A release is a collection of hardware, software or documentation, processes required to implement one or more approved changes to IT services.
In this step, the IT team plans and manages major release activities.
Service asset and configuration Management :
This step is about the maintenance and management of the IT services assets and their configuration items.
Release and deployment management :
Through the deployment of various releases, there needs to be a structure to ensure minimal disruption to existing services.
This is done through planning, scheduling and controlling these deployments.
Service transition
This is the stage for building and testing the IT services.
Therefore, there may be changes throughout this transition.
Several steps are required in this process such as change management, evaluation and risk management since there’s no transition without risk.
Change management and evaluation:
This relates to managing operational, strategic or tactical changes.
<b<>Project management :
A release is a collection of hardware, software or documentation, processes required to implement one or more approved changes to IT services.
In this step, the IT team plans and manages major release activities.
Service asset and configuration Management :
This step is about the maintenance and management of the IT services assets and their configuration items.
Release and deployment management :
Through the deployment of various releases, there needs to be a structure to ensure minimal disruption to existing services.
This is done through planning, scheduling and controlling these deployments.
Service operation
After the IT services are tried and tested and the issues are fixed, customers will start using these services.
This phase is about implementing the IT services in a live environment and monitoring them closely.
The main processes for this stage are the following :
Incident and request fulfillment management :
The IT team ensures that any IT incidents or service requests are handled within the service level agreements.
Problem management :
IT incidents can lead to problems; this is where these problems are managed as well as the incidents that led to them.
The impact of these incidents is therefore minimized.
Service operation
After the IT services are tried and tested and the issues are fixed, customers will start using these services.
This phase is about implementing the IT services in a live environment and monitoring them closely.
The main processes for this stage are the following :
Incident and request fulfillment management :
The IT team ensures that any IT incidents or service requests are handled within the service level agreements.
Problem management :
IT incidents can lead to problems; this is where these problems are managed as well as the incidents that led to them.
The impact of these incidents is therefore minimized.
IT service management :
Continual service improvement (CSI)
Based on user feedback and the issues that might pop up, the IT team will work on improving the services.
To identify areas that need improvement or change, the IT team references Key performance indicators (KPIs) and metrics.
These are some aspects of this service :
IT service review :
Reviewing IT services and improving them when necessary.
Process evaluation :
Monitoring and evaluating processes closely and regularly.
CSI initiatives management :
Defining CSI initiatives and then monitoring them to make sure they are being carried out according to the plan and fix any issues that may occur along the way.
IT service management :
Continual service improvement (CSI)
Based on user feedback and the issues that might pop up, the IT team will work on improving the services.
To identify areas that need improvement or change, the IT team references Key performance indicators (KPIs) and metrics.
These are some aspects of this service:
IT service review :
Reviewing IT services and improving them when necessary.
Process evaluation :
Monitoring and evaluating processes closely and regularly.
CSI initiatives management :
Defining CSI initiatives and then monitoring them to make sure they are being carried out according to the plan and fix any issues that may occur along the way.
Advantages of our IT service management at DigitalCook
Outsourcing to DigitalCook’s IT service management will guarantee you increased IT efficiency and productivity through defined roles and responsibilities.
Our team of IT professionals will understand your business needs and implement the adequate practices to support it.
This will increase your company’s productivity and efficiency. Our IT service management professionals are available to help you at any time. Thanks to our IT service management professionals, you will get Increased support to counter regulatory and compliance challenges.
Therefore, your company’s performance and value will increase. In addition, the cost will be more efficient.
Our team’s expertise and professional experience will increase efficient risk management and valuable support.
Thanks to our IT team’s proficiency, you will not only have a reduced risk occurrence, but also minimal impact of incidents on your business.
Advantages of our IT service management at DigitalCook
Outsourcing to DigitalCook’s IT service management will guarantee you increased IT efficiency and productivity through defined roles and responsibilities.
Our team of IT professionals will understand your business needs and implement the adequate practices to support it.
This will increase your company’s productivity and efficiency. Our IT service management professionals are available to help you at any time. Thanks to our IT service management professionals, you will get Increased support to counter regulatory and compliance challenges.
Therefore, your company’s performance and value will increase. In addition, the cost will be more efficient.
Our team’s expertise and professional experience will increase efficient risk management and valuable support.
Thanks to our IT team’s proficiency, you will not only have a reduced risk occurrence, but also minimal impact of incidents on your business.
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