IT Service Management

Continuously increasing importance of Information Technologies in business is requiring a new approach to their provision and therefore also to the usage of their potential. Traditional view of the operation of IT – operation of components on a technological level (functional database, server, communication line etc.) is in this day and age only a necessary, but not a sufficient, precondition for effective running of a business. The concept of providing and managing IT services is a view of the operation of IT from a business perspective, which is represented by its internal, but also external “clients” (users) of the given services. Clients are only interested in a service that is provided by IT and not in the operation of technologies, which provides these services.

In other words, the support of business will be reached by productive, reliable and safe operation of IT. To reach this state the coordination of three primary elements, people, processes and tools, is necessary. On of the most common approaches to ITSM (definition of the processes, their owners, standard of relevant tools) is in today’s world ITIL – the IT Infrastructure Library.

IT Service Delivery represents a model of planning, setting up and increasing the quality of delivering IT services. The model consists of five basic processes:

  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Financial Management for IT Service

IT service support represents a model of everyday roperation and support of IT services. The model consists of five basic processes:

  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Configuration Management