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Advisory Note: ITSM: What it is and what it isn’t
Enterprise Management Associates, July 2007, Pages: 4
ITSM is an often confused term. ITSM is not a silver bullet, but it can yield real value if one understands its purpose and limitations. This paper explains what ITSM is and is not, and sets the stage for moving forward it ITSM is right for the reader.
ITSM stands for Information Technology Service Management. The goal of ITSM is simple: help managers produce the most efficient, effective, economic, and equitable IT Organization (ITO) possible. ITSM seeks to manage and organize IT workflow in the best possible manner within the unique constraints the ITO operates within.
ITSM is a science, a philosophy, and a management approach. As a management approach, the goals of ITSM are to holistically control the ITO. Since ITOs deliver services to the business that underpin the ability of the business to compete or carry out its mission, IT leaders must think about the product of the entire ITO, not just a single workgroup or technology. ITSM transforms the ITO from cost center to business partner, from gatekeeper to business enabler.
As a philosophy, the goals of ITSM are to base improvement, organization, metrics, and execution of strategic, tactical and operational decisions within a context of customer orientation. The ITO becomes consumer or customer driven, just like any other service provider organization. ITSM puts the consumer relationship first, by switching the emphasis from a technology centered approach and philosophy to one of customer service.
As a science, ITSM has recommendations, standards, and frameworks. Much like other management sciences, there are also several tools available to the manager. Common ITSM tools include COBIT, ITIL, Six Sigma, TQM, Business Process Management, and others. ITSM also has certifications for workers, managers, and entire organizations.
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