⊿ Point. {R} Glossary. ◢ Keyword: S. ▰ Sources. 〓 Books [B] ◥ University. {q} PhD. ⏫ THEMES. ⏫ Big Data. [B] Big Data. ⚫ USA. ↂ EndNote. ☝️ BD Dummies. (IT) Service Management. Management of information technology services that meet the needs of a business Information technology service management (ITSM) are the activities performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers.[1] Context[edit] As a discipline, ITSM has ties and common interests with other IT and general management approaches, information security management and software engineering.
Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI, ISO 9000, or ISO/IEC 27000.[4] Professional organizations[edit] Various frameworks[edit] Various frameworks for ITSM and overlapping disciplines include: Process[edit] Execution of ITSM processes in an organization, especially those processes that are more workflow-driven, can benefit significantly from being supported with specialized software tools.[12] See also[edit] References[edit] External links[edit] Service system. Another definition for service system[1] states that a service system consists of elements (e.g., people, facilities, tools, and computer programs) that have a structure (i.e., an organization), a behavior (possibly described as a business process), and a purpose (or goal).
A service system worldview is a system of systems that interact via value propositions. A much simpler and more limited definition is that a service system is a work system that produces services. A work system is a system in which human participants and/or machines perform work (processes and activities) using information, technology, and other resources to produce products/services for internal or external customers.
Co-production occurs in work systems in which customers are also participants, e.g., many work systems that provide medical care, education, and consulting. (Alter, 2013) Usages of the term service system (bold added) are provided below: "Customer satisfaction is the most basic concept underlying TQM. Service Catalog. A service catalog (or catalogue), is an organized and curated collection of business and information technology services within an enterprise. Service catalogs are knowledge management tools which designate subject matter experts (SMEs) who answer questions and requests related to the listed service.
Services in the catalog are usually very repeatable and have controlled inputs, outputs, and procedures. Service catalogs allow leadership to break the enterprise into highly structured and more efficient operational units, also known as "a service-oriented enterprise. " Service centralization[edit] A service catalog is a means of centralizing all services that are important to the stakeholders of the enterprises which implement and use it. Given its digital and virtual implementation, via software, the service catalog acts, at a minimum, as a digital registry and a means for highly distributed enterprises to see, find, invoke, and execute services regardless of where they exist in the world. (IT) Service Desk. The IT helpdesk function was born in the late 1980s as a support capability to fix IT issues.
It was a highly technical function focused on the technology rather than the end users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t until ITIL came onto the scene in the 1990s, capturing IT Service Management best practices, that the concept of the user-centric IT service desk began to emerge.
The service desk was seen as an essential part of “managing IT like a service”. In the mid-1990s, research by Iain Middleton of Robert Gordon University found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. With the publishing of ITIL v2 in 2001, the Service Desk function and its role in incident and request management became one of the core components of IT service operations in many organizations. Service (systems architecture) A business analyst, domain expert, and/or enterprise architecture team will develop the organization's service model first by defining the top level business functions. Once the business functions are defined, they are further partitioned and refined into services that represent the processes and activities needed to manage the assets of the organization in their various states.
One example is the separation of the business function "Manage Orders" into services such as "Create Order," "Fulfill Order," "Ship Order," "Invoice Order" and "Cancel/Update Order. " These business functions have to have a granularity that is adequate in the given project and domain context. Many analysis and design methods can be used for service engineering, both general purpose ones such as OpenUP and Domain-Driven Design as well as those discussed under Service-oriented modeling. IT service management.
Management of information technology services that meet the needs of a business Differing from more technology-oriented IT management approaches like network management and IT systems management,[2] IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCooler's 2017 ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%).
"[3] Execution of ITSM processes in an organization, especially those processes that are more workflow-driven, can benefit significantly from being supported with specialized software tools.[4] A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. ITIL regards a call centre or help desk as similar kinds of tech support which provide only a portion of what a service desk can offer. [edit]