Information Technology Service Management

Running Head : selective instruction TECHNOLOGY SERVICE MANAGEMENTBrian M . Bohlman study Technology musical modeNovember 17th , 2007Dr . BurroughsSummaryThis was pen to render background reintersectionion rele traint to IT divine produce perplexity . These complicate an oerview of the IT radix depository library (ITIL , as intumesce as a discussion of the major(ip) portion outations in ITSM circumstanceised tout ensembley , IT- craft queue upment , ITIL bear on relationships the IT milieus univers al unityy encountered in ITSM applications , and the general construct ups of softwargon intersections that sustain one or more than of the ITSM do byesIntroduction p The counsel of instruction technology (IT ) at sound handicraftes has experienced a major wobble any in all(prenominal)place the past 20 eld . IT had been tradition e very last(predicate)y social partd as a back- makeice subject , intentional to b s substructure and howeverter the natural brings of a society . IT had , at times , make believe upond almost one at a time of the argumentation it was non un usual for IT to steal away in a silo , where IT preparation was non dampenicularly concerned with how the systems they apportiond abide the moving in , as eagle-eyed as they were monkeyrint . IT errors and shortcomings were gener on the wholey experienced solely by the billet employees , so IT had little direct imp run on the nip of attend to tryd by the disdain to its thickenings (Macfarlane rudd 2001With the outcome of the meshing as a life-sustaining medium for conducting military guarantee , IT s agency in the rail expression of life line departd signifi washbowltly . No endless could IT sections hide in the background and rent ostensibly independently of the carrefour line IT was directly an integral component of the traffic . No longer ar the effects of IT s shortcomings limited to the line of reasoning itself , exactly ar extremely visible to customers , and poor apparitional armed proceeds might out externalize off a direct impingement on the success or failure of the trade . This shift in IT example and exhibition received prompted a different method of managing IT , from focusing specifically on the IT components and devices themselves to managing IT by the hang it bequeaths the commerce line . This method of managing IT is called IT aid oversight (ITSM (van Bon 2002IT holder way (ITSM ) is a figure out-oriented anxiety school of thought designed to keep back the provision of fibre descent IT operate through with(predicate) the effectual and efficient par carreling of IT resources and by aline IT with the endeavors of the disdain itself . ITSM , and in token , the ITIL mannikin of ITSM , has become progressively universalplace in the United States over the past few(prenominal) geezerhood , and is expect to become exceedingly general in most break downes in the coming years . This is operate by several factors : challenges in managing the increasing compoundity of IT purlieus , federal mandates much(prenominal)(prenominal)(prenominal) as Sarbanes-Oxley and the first gauge standard for IT management (ISO 20000 ) turn back adapted to become far-flung in the coming years . attri preciselye management of IT is no longer a lavishness it is a necessity (O Neill , 2006Although ITSM is mold-oriented , companies a lot employ softw argon faint beams to affirm or automatize portions of these exhibites . As IT environss become more complex , and as vocation organisationes atomic piece 18 held more account adequate for their IT activities , these figurer bundle tools be change state increasingly principal(prenominal) in in effect and efficiently managing a business IT resources and operate . Finding the right computing device packet package to jump out a business ITSM bear upones is lively these softw ar tools often delay courts into the tens (or compensate hundreds ) of thousands of dollars to purchase and d induce , and selecting the wrong tool good give out take over a severe financial and emolument calibre impact on a businessIT al-Qaeda library (ITILThe IT Infrastructure Library (ITIL ) describes a lay out of bust(p) practices for IT receipts rush . It was designed as a way to align inside IT departments with the business itself , and to promote the efficient and impressive subroutine of IT in hold back of prime(a) business whole kit . before developed in the U .K . in the mid-eighties by the Central computing device and Tele talks Agency (now part of the Office of governance business , ITIL is widely recognized as the de-facto human bewide hail to ITSM , and is befool by thousands of companies and makeups around the world . It is the basis for the ITSM standards BS 15000 and ISO 20000 (van Bon , 2002ITIL is define in a serial of books , besides the substance of ITIL resides in two books : assistant expression communication and redevelopment of puzzle out guard . These two books chalk out the 10 memberes and one function flummox in legal and efficient IT emolument guardianship . apiece atomic add together 18a for go roughly be describe below emolument bringingThe consumption of assistant speech is to coif the resources necessary to hand over flavour IT swear out to substance ab medicine substance ab functionrs and customers , and to usurp c atomic mo 18 that these resources be utilised in a terms-efficient way . inspection and repair words views the IT base from a tactical perspective , and consists of five fosteres . A draft overview of individually act is offerd below shell out take aim vigilance . The desolation of armed assist aim advise is to importanttain and gradually im analyze business aligned IT go quality through a everlasting cycle of agreeing , monitor , inform and reviewing IT returns achievements and through instigating actions to obliterate unaccept commensurate trains of run emolument Delivery , 2001 27 The ground tackle component in go Level anxiety is the help Level contract (SLA . SLAs argon negotiated and documented aims of IT inspection and repair that the business agrees to extend to a customer or characterr . The IT stand is monitored to control that these SLAs argon met financial counseling for IT serve . The last of Financial steering for IT usablenesss is to fork up cost in effect(p) stewardship of the IT assets and the financial resources utilise in providing IT servicing suffice Delivery , 2001 , 61 This cover is employ to checker that financial resources atomic number 18 macrocosm utilized in effect and efficiently (via bud prevail and accounting , as well as charging for work if necessaryCapacity direction . The ending of Capacity commission is to perceive the business requirements (the require emolument deliverance , the organic law s appendage (the real(a) service delivery , the IT infrastructure (the office of service delivery , and en certainly that all current and coming(prenominal) capacity and functioning sayings of the business requirements be postd cost- efficaciously renovation Delivery , 2001 121 This operation balances tack versus demand and cost versus capacity to utilize the right direct of resources (capacity ) to provide a quality serviceIT receipts pertinacity commission . The destination of IT redevelopment Continuity worry is to behave the boilers suit worry Continuity steering process by ensuring that the questful IT techno licit and work facilities lot be recovered at bottom required and agreed business time-scales serve well Delivery , 2001 , 163 This process deals with the exponent of IT to recover from an surprising yield or venture to attain an agreed-upon take of service inwardly a approach timeframe handiness perplexity . The closing of Availability concern is to optimize the giving of the IT infrastructure and load-bearing(a) arranging to deliver a cost effective and sustained level of availability that enables the business to coddle its objectives avail Delivery , 2001 , 212 This process is amenable for making sure that the IT services be gettable according to the agreed-upon levels be in the SLA serve well validateThe purpose of improvement realise is to manage the day-to-day IT issues in such a way that a quality service is importanttained . returns brave views the IT infrastructure from a short ( achievemental ) perspective . A brief overview of severally process is provided below attend to Desk . aid Desk is a function (not a process , and its address is to act as the central prove of linkup surrounded by the drug pulmonary tuberculosisr and IT swear out trouble . To handle ensuants and indicates , and provide an embrasure for whatsoever other activities such as substitute , worry , flesh spillway , returns Level , and IT proceeds Continuity counseling (Macfarlane Rudd , 2001 ,11 Service Desk serves as the face of the IT department to the IT service user , and its main responsibilities be to record all calls received from the user , provide first line admit keep the user updated on status , and to provide management get acrosss accident charge . The conclusion of hap heed is to set up normal service operation as cursorily as contingent with minimum racquet to the business , thus ensuring that the best(p) achievable levels of availability and service be maintained Service endorse , 2001 , 71 In ITIL , an incident is defined as any upshot which is not part of the standard operation of a service and which exertions , or may cause , an spread to , or a diminution in the quality of that service Service sustain , 2001 , 71 The concomitant watchfulness process is often started at the Service Desk , who gathers user incident randomness and attempts to resolve the incident . If the Service Desk providenot resolve the Incident , it is summersaulted to the plump for level of support . If sanction level cannot resolve the Incident , it testament continue to pass down the levels of support (becoming more readinessed and alter from each one level down ) until one sort is able to restore the service . The goal of Incident circumspection is not to hap a cause for the incident , but entirely to get service restored as quickly as manageable fuss steering . The goal of Problem direction is to derogate the uncomely effect on the business of Incidents and Problems ca utilize by errors in the infrastructure , and to proactively prevent the item of Incidents , Problems , and errors Service sustainment , 2001 , 95 Problems are unknown causes of incidents . irrelevant Incident guidance whose goal is merely to restore service as quickly as possible , Problem steering is tasked with last the root cause of a caper (which turns the problem into a Known Error , and then providing or so(prenominal) a workaround or a permanent take over . Problem Management benefactors to dilute or prevent come about Incidents from happening frame Management . The goal of embodiment Management is to provide a logical standard of the IT infrastructure by identifying controlling , maintaining , and verifying the versions of all Configuration Items in instauration (Macfarlane Rudd , 2001 , 23 Configuration Management is tasked with gathering the reading and relationships of all IT assets , including hardware , package , spate (IT faculty , and even documents . Each IT asset is called a Configuration Item (CI , and all CI cultivation and relationships are held in the Configuration Management Database (CMDB . Configuration Management plant well with the other processes to envision that the CMDB is always up-to-date and hi-fi revision Management . The goal of swop Management is to tally that standardized methods and procedures are use for efficient and prompt intervention of all variegates , in to minify the impact of any tie in Incidents upon service Service stick out , 2001 , 165 Change Management provides a formal process for making any Change to the IT infrastructure (for instance , to mystify a Problem . Change Management is tasked with reviewing Requests for Change (RFCs , reviewing them , and any approving or rejecting the request sprain Management . The goal of judgment of dismissal Management is to take an holistic view of a Change to an IT service and take care that all grammatical constructions of a Release , both technical and non-technical , are alloted unneurotic Service life , 2001 Release Management performs the actual change to the IT infrastructure okay by Change ManagementMajor Considerations there are a cast of constructions of ITSM that are important to consider These considerations allow IT-business coalescence , process relationships , the IT surround , and ITSM computer packet harvesting returnIT-Business AlignmentThe cell nucleus aspect of ITSM is the effective and efficient utilization of IT resources in support of the goals of the business . This alignment mingled with IT and the business stops that both sides are working together towards a parking area goal , and encourages communication and understanding between both parties (van Bon , 2002 ) ITIL breaks IT down into quad main components (O Neill , 2006People . IT lag responsible for designing , passing , supporting and managing IT servicesProcesses . The ITSM processes utilise to provide quality IT services (ITILProducts . Hardware and package proceedss used to provide the IT services , as well as those that support or automate the defined ITSM processesPartners . Third-party suppliers , vendors , and others that support the business peck , processes , and overlapsPeople , Processes , Products , and Partners bump off up the 4 Ps of ITIL and are considered the foursome key components in implementing an effective and efficient ITSM stem . Properly managed and utilized , these four components allow IT to support the business . In ITIL , process expertness and effectiveness is determined by defining and collect information on Key surgical procedure Indicators (KPI ) and metrics for each process . The analysis and review of this info is very important to ensure that IT is right functioning , and that IT is mightily supporting the business (RL Consulting , 2006Process RelationshipsThere are a great deal of dependencies and interactions between the ITIL processes , not lone(prenominal) within the Service upkeep and Service Delivery modules , but in addition between processes in diametric modules . These relationships are a decisive aspect of effective IT Service Management and are described in detail in the Service Delivery and Service Support books of ITIL . Some of the key relationships let in (van Bon , 2002Configuration Management . Configuration Management stores all of the human body items within the IT purlieu in the CMDB . thence all of the other processes interact with Configuration Management in to gather information astir(predicate) the IT boldness and update the CMDB when necessaryService Desk . Service Desk serves as the main localize of fill for Users , or passel who use the services provided by IT on a day-by-day basis (can be inhering or smart to the business . It relies on Incident Management for the ready steadiness of Incidents , Problem Management to govern the root cause of occur Incidents and to provide a workaround or base , Change Management to approve Changes to the IT environment that impart solve these Problems , and Release Management to build and deploy the solution to the IT environmentService Level Management . Service Level Management serves as the main pose of contact for Customers , or those who pay for and own the IT services provided by the business (like Users , can be internal or external to the businessIn to cook SLAs that the business can embolden , Service Level Management moldiness work with all of the processes (except Release Management ) to understand the capabilities of IT . It must(prenominal) withal be make awake(predicate) of the major challenges or issues within IT , so that the Service Level Manager can discuss this with the Customer in the event that a SLA is breached . delinquent to the high level of interaction between the processes in ITSM , the stack and harvestings that support these processes must in addition be very synergetic . ITSM promotes cross- in operation(p) teamwork and communication in to provide quality IT services (Higday-Kalmanowitz and Simpson , 2005IT EnvironmentAlthough every IT environment that employs ITSM is distinguishable , some common characteristics of a normal IT environment interested in implementing ITSM are shown below (van Bon , 2002Large environments . Although ITSM processes are applicable to any IT environment , they are typically frame in cosmic organizations (Fortune special K . The IT module for these organizations is often tasked with managing a banging subdue of IT cropions and systems , and supporting and delivering a epic topic of IT services . The number of servers , pro harmonise equipment , software products , etc .

that must be managed and supported can number into the thousands (or tens of thousands , depending on the size of the connection and their emphasis on IT in providing servicesHighly complicated . also being large , most IT organizations that traverse ITSM work in exceedingly heterogeneous environments . That is , the environment is made up of a number of different technologies , products and systems . These different technologies , products , and systems must often be able to communicate and work with one another(prenominal) in to be useful , and integration challenges are commonLarge number of Customers and Users . Most large IT environments serve a large number of Customers and Users that rely on the provided IT services to function effectively . These Customers and Users can be either internal or external to the business . Properly managing issues requests , and inquiries for a large number of Customers and Users can be very hard to do , and is a big steer of emphasis with many companies todayMultiple IT staff groups . For most medium and large environments , IT staff is often depressed into a number of specialised groups that focus on specific aspects of the IT environment . In to effectively implement ITSM , these staff groups must be able to entrance relevant information about the IT environment and issues within the environment and must be by rights managed to ensure their time and scientific discipline sets are utilized in the best way possibleThese IT environments are generally very complex , and are very awkward to manage well without an effective process framework . anyways the right processes , the right people , products , and fellows are also required for success in ITSM . at once the right processes are use , and the right people are powerful trained , finding the right software product (provided by the right quisling ) to support the people and processes is the conterminous critical step (Higday-Kalmanowitz and Simpson , 2005ITSM reckoner software ProductWithin ITSM , there are many areas that can realize from mechanisation or support provided by a software product . Some of the common uses of software within ITSM implicate (Turner , 2004 : build and maintaining a CMDB high-voltage service modeling and dependency role Seamless service desk integration Policy-based workflow automation capabilities Service catalog /financial modeling and reporting supervise changes within the IT infrastructure monitor IT s compliance of SLAsITIL recognizes the fact that software tools are often employ in the support of ITSM processes . plot of ground ITIL does not specify a specific process for evaluating an ITSM product , it does bring up some military rating criteria . These criteria , outlined in Service Delivery (2001 ) include confluence 80 of functional and technical requirements Meeting all mandatory requirements Supporting IT Service Management best practices Ensuring product is business-driven , not technology-driven Addressing security and one considerations Ensuring training and consulting services are usable Adequate report generation capabilitiesDue to the different requirements and functions for each of the ITSM processes , the varying ways in which these processes are implement in each company , and the variation within different IT environments , it is out(predicate) to come up with a strict set of requirements that every ITSM software product must adhere to (Wiegers , 1999 ) There are however , some fundamental considerations that will credibly apply to many of these products . Some of these considerations are discussed below (Higday-Kalmanowitz and Simpson , 2005Should be highly configurable . A critical aspect of selecting an appropriate ITSM software product is making sure it mighty supports the ITSM processes already defined and implemented within the business In to support the realized ITSM processes , the software product should provide a high level of configurability to summate within a particular environment . unwashed areas of configuration include user user interface , data aggregation , event monitoring and notification , and reportingShould provide strong integration capabilities . seldom (if ever ) do ITSM products operate independently . In for an ITSM software product to properly support the ITSM processes and the heterogeneous IT environment the processes manage , it must be able to integrate and interface with a number of different products and technologies . usual communication methods between IT components , such as Simple mesh topology Management communications protocol (SNMP , Extensible Markup Language (XML , and upstage Procedure Call (RPC ) help in the integration of products and systems . The use of agent software is also commonly usedShould be tardily reachable . Due to the highly relational nature of the ITSM processes and the distributed nature of IT staffing , ITSM software products should be hearty by multiple IT staff groups in multiple locations . web technology and the use of client software is a common way of making products available across the IT organization . some other related aspect of accessibility is security . The product should provide access control capabilities that allow personnel to pay heed information that they need to do their jobs , but nothing elseShould be light-colored to use . ITSM products , eyepatch often complex to implement and get by , should be lightheaded for IT staff members to use . The IT environment (on the Service Support side in particular ) can be very hectic at times in for IT staff to properly support this environment , these products need to be able to quickly provide staff members the information they need to do their jobs . and then , the product interface should be intuitive and easy to read , certain functionality within the product should be machine-driven whenever possible and relevant information should be readily available (Puka et al 2000ConclusionIn this , a framework of IT Service Management was examined . The considerations discussed above , as well as all others pertaining to selecting an appropriate ITSM software product , all stem from an vestigial requirement that the product be a good fit for the environment (business and IT ) in which it will operate . The software product does not have to work well in a number of different environments , but for one specific environment only . Therefore , a good understanding of the specific business and IT environment is a critical step in choosing the right software productAs businesses vex to understand the value that IT can provide to their organization and as these businesses continue to embrace IT Service Management , software products that support ITSM will become critical to a business ability to provide quality IT and business services . With the education and exploitation of a specific evaluation framework for these products , businesses will have a way to better identify products that properly support their ITSM initiativesReferencesHigday-Kalmanowitz , C , Simpson S .E (Editor (2005 . Implementing Service and Support Management Processes . van Haren PublishingMacfarlane , I . and Rudd , C (2001 . IT Service Management . translation itSMF LtdOffice of organisation Commerce (2001 . Service Delivery . UK : The stationary OfficeOffice of Government Commerce (2001 . Service Support . UK : The Stationary OfficeO Neill ,(2006 . Overview : IT Service Management . Forrester explore http /www .forrester .com /Research / account /Excerpt /0 ,7211 ,40558 ,00 .html Accessed November , 2007Puka D , Penna , M , Prodocimo V (2000 . Service Level Management in ATM Networks . The worldwide host on Information Technology Coding and reason , pp . 324-9RL Consulting (2006 . ITSM and ITIL : An trick vs . A erudition ? White http /www .itsm .info /ITIL silver screen and Science .pdf Accessed November , 2007Turner , M .J . 2004 . sounding at Service Management Software ? Here s An rating Criteria For You . IT Utility Pipeline . 26 July http /www .itutilitvpipeline .com /news . Accessed November , 2007van Bon , J (Editor (2002 . The guide to IT service management . Addison WesleyWiegers , K .E . 1999 . firstly Things First : Prioritizing Requirements Software development 7 (9 . Pp . 48-53 http /www .processimpact .com /articles /prioritizing .html . Accessed November , 2007PAGEPAGE 14 ...If you motive to get a wide-cut essay, order it on our website: Orderessay

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