Service Management

Service Management or Information Technology Service Management (ITSM) is a concept used in IT services and system management. ITSM fundamentally operates based on the customer’s viewpoint of IT’s importance to the business. ITSM is very different from technology-based approaches to business interaction and IT management.

ITSM’s main concern is the operations aspect (or operations architecture) of IT management and not the development of technology. ITSM is like an Enterprise Resource Planning (ERP) discipline for Information Technology.

ITSM is a main enabler of IT Governance/Information Management objectives. ITSM connects to Management Information Systems (MIS) in range, ITSM, however focuses on delivering IT to a business rather than identifying the business’ ‘information’ needs.

ITSM focuses on the processes and has links and common denominators to process-improvement methods and frameworks such as Six Sigma, TQM, CMMI, Business Process Management, etc. Small companies and international business entities can benefit from the use of ITSM, the discipline being in existence since the early 70’s and originally being a part of the discipline known as Operations Management.

The discipline does not focus on the details of how to operate a product or the technical details of systems management. It is concentrated on offering a structure or framework as the basis for IT-connected activities and the responses between IT personnel and business customers or users.

Many resource or service providers help businesses introduce the service management discipline into their companies or organizations. Some vendors providing management services include iSYS, Altrius Management Suite, IBM Service Management, Oracle Enterprise Manager and Novell ZenWorks.