IT service management (ITSM) is a concept that enables an organization to maximize business value from the use of information technology.
ITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.
ITSM is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. It incorporates principles and practices from various management approaches, such as lean manufacturing, organizational change management, system analysis and risk management.
ITIL is the most adopted and recognized body of knowledge for ITSM. ITIL defines IT service management as:
ITIL is a best practice framework that gives guidance on how ITSM can be delivered. Although there are several frameworks and standards that describe IT service management, ITIL is by far the most widely adopted and recognized globally
To ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system, using Service Value System described in ITIL. There are industrial, national and international standards for IT service management, setting up requirements and good practices for the management system, to which ITIL best practices compliments and aligns.
“The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.”
Service Integration and Management (SIAM)
SIAM is an approach to managing multiple suppliers of services (business services as well as information technology services and integrating them to provide a single business-facing IT organization. It aims at seamlessly integrating interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements
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