Information technology service management or IT service management is the overall activities that are done by an organization in order to design, develop, implement, deliver, manage and control information technologies provided to clients. The activities of IT service management involve collection of information, designing, developing, deploying and supporting information technology and its utilization by a business. IT service management also involves maintaining data integrity and confidentiality. This involves securing the physical and logical networks as well as implementing policies for network security. These activities help organizations protect confidential information from unauthorized users and minimize risk, find out more on this page.
Categorizing IT services provides an organizational structure for the IT organization and it is achieved through the use of customer needs, which gives rise to IT service planning and management. IT service planning and management involve defining frameworks for the IT project and these frameworks may include the IT implementation strategy, IT implementation plans, IT maintenance, upgrade, and updates. These frameworks provide a measurement unit for IT managers to determine the current IT situation and analyze the customer needs, taking into consideration industry developments and current and future market trends.
The IT support manager defines these IT support management system frameworks and then assigns functional responsibility to the team of software vendors. These vendors develop the IT management system and they adopt IT process execution and test procedures. Once implemented, these processes are able to deliver a large part of a company's IT resources. However, sometimes changes are required in the framework of these frameworks, and they require continuous integration and maintenance.
IT service management helps to monitor business objectives through these IT management systems. It helps to measure progress of IT activities and identify any problems that could be resolved by improving the existing processes or by adding new processes. It helps in determining which processes are required for a particular department or business unit and these processes could include process re-engineering, process restructuring, process engineering, process improvement, and process optimization. The IT service management frameworks also determine which activities are necessary for a particular customer or business unit, and they can include requirements analysis, functional requirements, technical requirements, market evaluation, and project management.
IT support management describes the strategies and techniques that will be adopted to enable companies to derive maximum value out of their IT investments. This encompasses the IT management policy and procedures that should be in place to achieve business objectives and these policies and procedures should include key principles, key factors, and risk management guidelines. The strategies and techniques used will depend on the size of the organization, its current and projected business processes, and its future business processes. Some of the important factors that affect the strategy formulation include the target market, technology, and competitive considerations.
IT support management aims at making IT investments more productive. There are a number of strategies and techniques that are employed in the IT support management. These strategies focus primarily on the identification of business processes, their modification, and their improvement, along with an evaluation of these processes. Business process improvement involves assessment of the current business processes, and the modification of these processes so that they are more productive. These processes to improve business processes, but they also need to be replaced if they are outdated. IT services therefore encompass both the improvement of existing processes and the creation of new processes, and this is what is done by IT consulting services.