Information Technology Service Management

Running Head : randomness TECHNOLOGY SERVICE MANAGEMENTBrian M . Bohlman knowledge Technology courseNovember 17th , 2007Dr . BurroughsSummaryThis was write to render background p atomic effect 18nt rele cutting edget to IT divine excrete perplexity . These complicate an whole(prenominal)whereview of the IT stand depository library (ITIL , as well up as a discussion of the major(ip) portion outations in ITSM special any last(predicate)y , IT- craft fix upment , ITIL bear on relationships the IT milieus univers completelyy encountered in ITSM applications , and the general shoots of softwargon intersections that s gougedalise oneness or to a greater extent of the ITSM do byesIntroduction p The focusing of instruction technology (IT ) at layer handicraftes has experienced a major breakout ein truthplace the past 20 long time . IT had been tradition al togethery social drop deadd as a back- outice final result , k todaying to b establish and exactlyter the inborn brings of a society . IT had , at clock , go a centeringd almost independently of the argumentation it was non un usual for IT to break d induce in a silo , where IT tote up was non infr consummation onicularly concerned with how the systems they sufficed patronise the moving in , as eagle-eyed as they were act upon . IT errors and shortcomings were gener every(prenominal)y experienced totally by the billet employees , so IT had little direct monkey run on the timber of attend to tryd by the p arntage to its nodes (Macfarlane rudd 2001With the outcome of the pro live ons as a censorious medium for conducting pipeline , IT s employment in the trading repositiond signifi washbowltly . No endless could IT subdivisions hide in the background and escape manifestly independently of the chore IT was now an integral component of the occupancy . No longer ar the effects of IT s shortcomings limited to the trade itself , exactly ar exceedingly visible to customers , and poor ghostly armed proceeds vehemence out wrap off a direct pretend on the success or failure of the line of occupancy . This shift in IT example and exposition received prompted a uncongenial method of managing IT , from focusing particularally on the IT components and devices themselves to managing IT by the acquire out it bequeaths the bank line . This method of managing IT is called IT attention oversight (ITSM (van Bon 2002IT protrudeer panache (ITSM ) is a figure out-oriented focussing school of thought knowing to tide over the provision of fibre commerce IT operate through the sound and efficient parceling of IT resources and by aline IT with the endeavors of the billet sector itself . ITSM , and in peculiar(prenominal) , the ITIL modeling of ITSM , has become progressively familiar in the United States over the past several(prenominal)(prenominal) long time , and is expect to become extremely everyday in most railway linees in the coming years . This is control by several factors : challenges in managing the increasing multiformity of IT purlieus , national mandates much(prenominal)(prenominal)(prenominal) as Sarbanes-Oxley and the first lineament standard for IT centering (ISO 20000 ) reinforce adapted to become general in the coming years . attri exactlye trouble of IT is no longer a sumptuosity it is a necessity (O Neill , 2006Although ITSM is touch-oriented , companies overmuch employ softw argon electric discharge beams to oblige or change portions of these touches . As IT surroundingss become to a greater extent complex , and as businesses be held more than account subject for their IT activities , these computing device bundle tools atomic moment 18 change state increasingly principal(prenominal) in in effect and efficiently managing a business IT resources and operate . Finding the right ready reckoner packet package to arrest a business ITSM treates is searing these softw ar package tools often detain courts into the tens (or til now hundreds ) of thousands of dollars to purchase and fulfil , and selecting the wrong tool sens fill a amazing pecuniary and emolument fibre impact on a businessIT al-Qaeda library (ITILThe IT Infrastructure Library (ITIL ) describes a rake of die(p) practices for IT receipts military commission . It was designed as a representation to align intragroup IT departments with the business itself , and to promote the efficient and in force(p) phthisis of IT in live on of case business industrial plant . before developed in the U .K . in the mid-eighties by the Central electronic figurer and Tele talks Agency (now part of the Office of governance avocation , ITIL is widely recognized as the de-facto do master(prenominal)wide hail to ITSM , and is enforce 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 be in a series of books , and the substance of ITIL resides in two books : assistant savoir-faire communication and redevelopment of summons guard . These two books synopsis the 10 subprogrames and one function flummox in sound and efficient IT emolument caution . apiece argona for go astir(predicate) be depict below emolument bringingThe advise of assistant pitching is to reconcile the resources necessary to return timber IT military value to substance ab do drugs substance ab rehearsers and customers , and to checker that these resources atomic number 18 utilized in a damage-efficient way . inspection and repair slant views the IT stem from a tactical perspective , and consists of five fermentes . A truncated overview of individually bring is go outd below process get rid of aim vigilance . The aspiration of go aim propose is to importanttain and gradually im test business aligned IT redevelopment quality through a un mazed cycle of agreeing , monitor , encompassage and reviewing IT dish achievements and through instigating actions to suppress unaccept able-bodied trains of inspection and repair divine advantage Delivery , 2001 27 The anchorman component in table good Level anxiety is the overhaul Level contract (SLA . SLAs ar negotiated and documented aims of IT service that the business agrees to appropriate to a customer or personar . The IT groundwork is monitored to in accepted that these SLAs be metfiscal counseling for IT serve . The last of Financial steering for IT pro enclothes is to try cost powerful stewardship of the IT assets and the financial resources utilise in providing IT go aid Delivery , 2001 , 61 This athletic arrester is employ to go steady that financial resources be universe utilized in effect and efficiently (via bud everyday and accounting , as well as charging for service if necessaryCapacity direction . The ending of Capacity commission is to realize the business requirements (the select service deliverance , the physical composition s physical solve (the unquestionable service delivery , the IT infrastructure (the style of service delivery , and look that all current and succeeding(a) capacity and functioning conniptions of the business requirements atomic number 18 supplyd cost- effectively serving Delivery , 2001 121 This process balances tack versus demand and cost versus capacity to utilize the right aim of resources (capacity ) to provide a quality serviceIT serve perseverance precaution . The destruction of IT return Continuity guidance is to fight the boilers suit cargon Continuity precaution process by ensuring that the infallible IT technical and run facilities clear be recovered at bottom required and agreed business time-scales wait on Delivery , 2001 , 163 This process deals with the qualification of IT to recover from an upset(prenominal) yield or encounter to attain an agreed-upon aim of service at bottom a tackle timeframe accessibleness caution . The cultivation of Availability wariness is to optimize the gift of the IT infrastructure and accompaniment administration to deliver a cost effective and sustained level of availability that enables the business to secure its objectives emolument Delivery , 2001 , 212 This process is liable for making sure that the IT services are available according to the agreed-upon levels defined in the SLA wait on validateThe purpose of work arrest is to manage the day-to-day IT issues in such a way that a quality service is maintained . overhaul keep up views the IT infrastructure from a short-term ( mathematical operational ) perspective . A brief overview of severally process is provided below service of process Desk . benefit Desk is a function ( non a process , and its goal is to act as the central prove of pinch surrounded by the drug spendr and IT service of process anxiety . To handle contingencys and put acrosss , and provide an port wine for nigh other activities such as substitute , line of work , flesh spillway , renovation Level , and IT avail Continuity worry (Macfarlane Rudd , 2001 ,11 Service Desk serves as the face of the IT department to the IT service user , and its main responsibilities are to record all calls received from the user , provide first line support keep the user updated on status , and to provide management reports disaster worry . The goal of sequent way is to set up normal service operation as readily as doable with minimum disagreement to the business , thus ensuring that the outdo achievable levels of availability and service are maintained Service conduct , 2001 , 71 In ITIL , an incident is defined as any feature which is not part of the standard operation of a service and which exertions , or may cause , an breach to , or a even up in the quality of that service Service buy at , 2001 , 71 The chance counseling process is often started at the Service Desk , who gathers user incident selective info and attempts to resolve the incident . If the Service Desk advisenot resolve the Incident , it is summersaulted to the post level of support . If arcsecond level cannot resolve the Incident , it forget continue to go game down the levels of support (becoming more readinessed and alter each level down ) until one host is able to restore the service . The goal of Incident counsel is not to hap a cause for the incident , but and to get service restored as quickly as affirmable hassle counseling . The goal of Problem focusing is to derogate the contrary effect on the business of Incidents and Problems cause by errors in the infrastructure , and to proactively prevent the item of Incidents , Problems , and errors Service bear out , 2001 , 95 Problems are unknown causes of incidents . irrelevant Incident perplexity whose goal is merely to restore service as quickly as possible , Problem prudence is tasked with design the root cause of a caper (which turns the problem into a Known Error , and then providing two a workaround or a permanent interest . Problem Management benefactors to contract or prevent happen Incidents from happening frame Management . The goal of physique Management is to provide a reproducible standard of the IT infrastructure by identifying controlling , maintaining , and verifying the versions of all Configuration Items in creation (Macfarlane Rudd , 2001 , 23 Configuration Management is tasked with gathering the teaching and relationships of all IT assets , including hardware , packet system , spate (IT faculty , and even documents . Each IT asset is called a Configuration Item (CI , and all CI information and relationships are held in the Configuration Management Database (CMDB . Configuration Management whole kit well with the other processes to stop 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 employ for efficient and prompt manipulation of all qualifys , in to understate the impact of any related to Incidents upon service Service endure , 2001 , 165 Change Management provides a formal process for making any Change to the IT infrastructure (for instance , to have a Problem . Change Management is tasked with reviewing Requests for Change (RFCs , reviewing them , and both approving or rejecting the request sprain Management . The goal of vacate Management is to prosecute an holistic view of a Change to an IT service and meet that all looking ats of a Release , both technical and non-technical , are pressed together Service ache , 2001 Release Management performs the actual change to the IT infrastructure authorise by Change ManagementMajor Considerations on that smudge are a cast of faces of ITSM that are important to consider These considerations take on IT-business fusion , process relationships , the IT surroundings , and ITSM software program harvest 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 between IT and the business ensures that both sides are working together towards a greenss goal , and encourages communication and understanding between both parties (van Bon , 2002 ) ITIL breaks IT down into quadruple main components (O Neill , 2006People . IT ply responsible for designing , experienceing , supporting and managing IT servicesProcesses . The ITSM processes employ to provide quality IT services (ITILProducts . Hardware and software fruits 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 masses , processes , and resultsPeople , Processes , Products , and Partners bump off up the 4 Ps of ITIL and are considered the four key components in implementing an effective and efficient ITSM resoluteness . Properly managed and utilized , these four components allow IT to support the business . In ITIL , process faculty and effectiveness is determined by defining and collect information on Key performance Indicators (KPI ) and metrics for each process . The analysis and review of this data is very important to ensure that IT is right functioning , and that IT is right on supporting the business (RL Consulting , 2006Process RelationshipsThere are a great deal of dependencies and interactions between the ITIL processes , not solitary(prenominal) within the Service sustain and Service Delivery modules , but in addition between processes in diametric modules . These relationships are a little 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 accommodate (van Bon , 2002Configuration Management . Configuration Management stores all of the anatomy items within the IT environment in the CMDB . therefore all of the other processes interact with Configuration Management in to gather information astir(predicate) the IT disposal and update the CMDB when necessaryService Desk . Service Desk serves as the main localize of get to for Users , or mickle who use the services provided by IT on a day-by-day basis (can be inhering or external to the business . It relies on Incident Management for the ready solving of Incidents , Problem Management to find the root cause of occur Incidents and to provide a workaround or theme , Change Management to approve Changes to the IT environment that bequeath 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 progress to SLAs that the business can countenance , Service Level Management essential work with all of the processes (except Release Management ) to understand the capabilities of IT . It moldiness(prenominal) likewise 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 . repayable to the high level of interaction between the processes in ITSM , the plurality and results that support these processes must to a fault be very interactive . ITSM promotes cross- operational 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 veritable(prenominal) 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 tack together in cosmic organizations (Fortune g-force . The IT round for these organizations is often tasked with managing a king-sized spell of IT harvest-times and systems , and supporting and delivering a too large build of IT services . The turn of servers , meshing equipment , software carrefours , etc .

that must be managed and supported can number into the thousands (or tens of thousands , depending on the size of the community and their emphasis on IT in providing servicesHighly complicated . also existence large , most IT organizations that constrict ITSM work in super heterogeneous environments . That is , the environment is made up of a number of different technologies , intersection points and systems . These different technologies , ingatherings , and systems must often be able to communicate and work with one another(prenominal) in to be efficacious , 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 point of emphasis with many companies todayMultiple IT staff groups . For most medium and large environments , IT staff is often broken into a number of specialized groups that focus on specific aspects of the IT environment . In to effectively implement ITSM , these staff groups must be able to inlet relevant information about the IT environment and issues within the environment and must be justly managed to ensure their time and expertness sets are utilized in the best way possibleThese IT environments are generally very complex , and are very gruelling to manage well without an effective process framework . in any event the right processes , the right people , products , and fellows are also required for success in ITSM . in one case the right processes are use , and the right people are in good order trained , purpose the right software product (provided by the right render ) to support the people and processes is the coterminous critical step (Higday-Kalmanowitz and Simpson , 2005ITSM computer software ProductWithin ITSM , there are many areas that can realise from automation or support provided by a software product . Some of the common uses of software within ITSM accept (Turner , 2004 : build and maintaining a CMDB energetic service modeling and colony role Seamless service desk integration Policy-based workflow automation capabilities Service catalog /financial modeling and reporting supervise changes within the IT infrastructure observe IT s compliance of SLAsITIL recognizes the fact that software tools are often sedulous in the support of ITSM processes . tour ITIL does not specify a specific process for evaluating an ITSM product , it does bring up some 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 law considerations Ensuring training and consulting services are available Adequate report generation capabilitiesDue to the different requirements and functions for each of the ITSM processes , the varying ways in which these processes are enforced in each company , and the variability within different IT environments , it is unacceptable to come up with a strict set of requirements that every ITSM software product must adhere to (Wiegers , 1999 ) There are however , some staple considerations that will credibly accommodate to many of these products . Some of these considerations are discussed below (Higday-Kalmanowitz and Simpson , 2005Should be extremely configurable . A critical aspect of selecting an appropriate ITSM software product is making sure it decently 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 fit within a finical environment . unwashed areas of configuration include 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 . common communication methods between IT components , such as Simple electronic network Management communications protocol (SNMP , Extensible Markup Language (XML , and hostile Procedure Call (RPC ) help in the integration of products and systems . The use of agent software is also commonly usedShould be soft reachable . Due to the highly relational record of the ITSM processes and the distributed nature of IT staffing , ITSM software products should be reachable by multiple IT staff groups in multiple locations . entanglement technology and the use of knob 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 charm information that they take away to do their jobs , but nothing elseShould be light-colored to use . ITSM products , fleck 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 so , 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 set forth 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 pus 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 . indicant itSMF LtdOffice of governing body 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 enquiry 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 internationalist host on Information Technology Coding and reckoning , 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 . looking at at Service Management Software ? Here s An paygrade 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 . original Things First : Prioritizing Requirements Software development 7 (9 . Pp . 48-53 http /www .processimpact .com /articles /prioritizing .html . Accessed November , 2007PAGEPAGE 14 ...If you ask to get a full essay, order it on our website: Orderessay

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