Service Management in IT

Evolution of Service Management

Traditionally, IT Service Management (ITSM) commenced with Technology as the key focus. The ITIL (Information Technology Infrastructure Library) V1 library for ITSM was built on Technology-based principles. Additionally, it was found that the ever changing needs of IT required improvement and optimization of service delivery. This resulted in ITIL v2, which was mainly centered on the Process for Service Management. Since then IT has changed rapidly and today, ITSM principles describe a complete service life cycle. This is illustrated in the latest ITIL V3 framework which portrays the different stages such as Service Strategy, Service Design, Service Transition, Service Operation and Service Improvement.

Importance and Usefulness of Service Management

ITSM based on ITIL V3 is the base for most organizations and focuses on the following aspects in a service life cycle:

• Integrating IT and business
• Ensuring business value
• Global Sourcing
• IT Governance
• Maintaining balance between stability and responsiveness
• Continual Service Improvement

Emphasis on the above aspects is required for every IT organization as it brings about the following benefits:

• Improved customer satisfaction and relationships
• Better reliability and quality of service
• Optimization of service delivery across the supply chain
• Competitive advantage through value creation and agile change

Service Management in today’s Organizational world

Most Organizations in today’s world work with Service Management focused on a Service Life Cycle based on ITIL V3. The world of IT is rapidly evolving, and organizations must necessarily identify cost reduction opportunities, and improved benefits realization calls in order to keep up with the competition. Service Integration will further smoothen and streamline processes in ITSM.

ITSM will continue to evolve and we will continue to see new transformations as time goes by.

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