The main purposes of IT service management

An information technology (IT) service is a set of actions that a provider provides to a customer to meet their needs. A service is not only physical IT assets, but also the tasks of the staff to maintain the assets, order and stability of the results of this activity (processes).

Information technology management

The services information technology are managed by managers involved in the management of information technology. These professionals are required both by the companies that provide IT services, as well as by the IT department of any organization that uses the IT infrastructure.

The reference models of information technology management since 1980 are systematized in a special Information Technology Infrastructure Library (ITIL), founded by the British government. On this basis, the international standard for the management and maintenance of IT services ISO 20000 was created.

The main objectives of IT service management

Before the advent of ITIL , IT departments were considered separate and independent units, not functionally connected to other departments in the company. Information technology specialists dealt exclusively with internal issues and had little contact with other departments and management. IT services were managed by employees who had no understanding of management or by workers with little IT experience.

In developing the advanced experience library, the ITSM service approach was announced : it was emphasized that IT Service Management  google optimize was primarily intended to benefit employees of all departments, customers, and the business as a whole, so it was gave primary importance to the service center (Help Desk, Service Desk). As a result, in some cases, the entire IT department was equipped with a support service. However, in reality, the work of IT managers is not limited to creating a service center.

IT service management processes

The management of the company's IT service involves attending to numerous processes:      

•             Catalog of services : the manager clearly understands what his collaborators can offer to clients.

•             Service requests : specialists must be in contact with users all the time.

•             Incidents : IT team responds in a timely manner to emergency situations.

•             Problems : the manager's task is to improve the system, eliminate the identified deficiencies.

•             Configurations - System integrity is maintained during management.

•             Modifications : the regular introduction of new technologies.

•             Releases : systematic presentation of change packages.

•             Level of services : orientation on the interests and comfort of the users.

•             Capability of service assets : compliance of equipment and software with all existing needs.

•             Accessibility : provide users with free access to information technologies.

•             Continuity - All IT processes in the organization must function flawlessly and continuously.

•             Finance : The information technology budget must be calculated correctly and efficiently.

All the above processes are interconnected. When solving a task, you usually have to pay attention to several processes at the same time. In this case, a mistake in one direction can reduce all efforts to nothing. You cannot improve security without thinking about the capacity of the infrastructure, or improve the quality of IT services without responding to user requests.

Multitasking and informal approach

The management of the company's IT service is a complex multi-level system; in each case, unique methods are used in their own way. ITIL should not be taken as dogma. An IT manager should be familiar with the international standards in their area, but they should be treated flexibly and creatively. In principle, managers must be interested in the needs of a particular company. Based on the interests of the organization, the manager decides which aspects should be introduced first and which rules should be changed.

ITIL is not an abstract desk discussion, but rather a knowledge pool of many managers. As experience continues to accumulate, the CIO must follow new ideas and establish his own research projects. At the same time, it is necessary to treat carefully what has already been achieved, to make careful changes to successful work processes. Before making important decisions , it is advisable to consult with a wide range of specialists, as well as with the management of the company.

Even if a manager is good at technology and understands the needs of the company, he cannot work alone. The meaning of management decisions must be understood by the entire IT team , each specialist must be aware of the objectives of their work. Selecting a quality team for ITSM is one of the main tasks of the IT manager.