ITSM employs ITIL documented best practices and in most cases extends
beyond into additional areas such as enhanced processes and implementation to
provide additional value-added functionality. At present, ITSM methods have
evolved to include specific ways to enable and optimize assessment, planning,
and implementation of ITIL best practices.
One primary origin of ITSM can be
found in the systems management services and functions historically done in
large scale mainframe environments. Through constant refinement over the years
these services and functions attained a high level of maturity. Problem and
change management, configuration management, capacity planning, performance
management, disaster recovery, availability management, etc. are some
examples.
When examining the differences
between mainframe systems management services and ITSM, it becomes apparent
that when ITSM is applied in today's IT environment and across the enterprise
the benefits and sophistication of its best practices are highlighted and
exemplified. Where mainframe environments are typically centralized, ITSM is
applicable to both distributed and centralized environments. In addition, where
mainframe services are typically stand-alone and technology based, ITSM
provides for integrated services that are process based with a focus on
satisfying business requirements.
Although managing the technology
itself is a necessary component of most ITSM solutions, it is not a primary
focus. Instead ITSM addresses the need to align the delivery of IT services
closely with the needs of the business. This transformation of a traditional
"business - IT paradigm" can be depicted by some of the following
attributes:
|
Traditional
I/T
|
becomes
|
ITSM
Process
|
|
Technology
focus
|
è
|
Process
focus
|
|
"Fire-fighting"
|
è
|
Preventative
|
|
Reactive
|
è
|
Proactive
|
|
Users
|
è
|
Customers
|
|
Centralized,
done in-house
|
è
|
Distributed,
sourced
|
|
Isolated,
silos
|
è
|
Integrated,
enterprise-wide
|
|
"One
off", adhoc
|
è
|
Repeatable,
accountable
|
|
Informal
processes
|
è
|
Formal
best practices
|
|
IT
internal perspective
|
è
|
Business
perspective
|
|
Operational
specific
|
è
|
Service
orientation
|
Business objectives, service level
objectives, technology infrastructure and other areas play critical roles in
any ITSM method paradigm and are presented and discussed in detail in ITSM Services
Difference
between ITMS & ITIL
ITSM is an
acronym for IT service management. It simply means how you manage the
information systems that deliver value to your customers. Even if you’ve never
heard the term ITSM, if you’re running IT systems, then you are doing ITSM.
ITSM could include activities like planning and managing changes so they don’t
cause disruption to the business, fixing things when they go wrong, or managing
a budget to ensure you can pay the bills when they arrive. People who use the
term ITSM tend to think of IT as a means of delivering valuable services to
their customers, rather than as a way to manage technology—but even if you have
a completely technical focus, your work still needs to be managed, and that’s
what we call ITSM.
ITIL is the
name of the world’s most widely recognized framework for ITSM. ITIL is a
registered trademark of AXELOS, which owns a range of best practice solutions
and their corresponding publications and exams. ITIL has been adopted by many
organizations, and there are millions of certified ITIL practitioners
worldwide.
ITSM (IT Service Management)
ITSM has a number of definitions, available from a variety of sources.
Let’s start with the ITIL (the ITSM best practice framework formerly known as
the IT Infrastructure Library – more on this later) definition:
“The implementation and management of quality IT services that meet the
needs of the business. IT service management is performed by IT service
providers through an appropriate mix of people, process and information
technology. See also service management.”
Source: ITIL 2011 Glossary
ITIL also defines service management as:
“A set of specialized organizational capabilities for providing value to
customers in the form of services.”
A more customer-focused definition of ITSM was previously listed on
Wikipedia, but is now no longer available:
“A discipline for managing information technology (IT) systems,
philosophically centered on the customer's perspective of IT's contribution to
the business. ITSM stands in deliberate contrast to technology-centered
approaches to IT management and business interaction.”
Original source: Wikipedia
A completely different definition – and this time of “service management
applied to IT” – is from The Universal Service Management Body of Knowledge
(USMBOK) – a series of publications and references for professionals working in
service provider organizations that supplements existing resources, such as
ITIL, on both strategic and operational levels:
“Also termed service management thinking, service management is a
systematic method for managing the offering, contracting and provisioning of
services to customers, at a known quality, cost and designed experience.
Service management ensures the desired results and customer satisfaction levels
are achieved cost effectively, and is a means by which the customer experience
and interaction with products, services, and the service provider organization
is designed and managed. Service management is also a transformation method for
any organization that wishes to operate as a service provider organization.”
Source: USMBOK
So, in layman’s terms, ITSM is about:
Customers
Services
Quality
Cost
Meeting business needs
All this goes way beyond the traditional view of managing IT based on
siloed technology domains such as network, storage, and compute; ITSM is about
optimizing service delivery and the consumption of those IT services.
Popular ITSM
frameworks For example:
COBIT - a
framework for developing, implementing, monitoring and improving information
technology (IT) governance and management practices. The COBIT framework is
published by the IT Governance Institute and the Information Systems Audit and
Control Association (ISACA).
Microsoft Operations Framework -
a series of 23 documents that guide IT professionals through the processes of
creating, implementing and managing efficient and cost-effective services. Like
ITIL, MOF includes guidelines for the entire lifecycle of an IT service, from
concept to retirement or replacement.
Six Sigma -
a management framework developed by Motorola. The framework emphasizes setting
extremely high objectives, collecting data, and analyzing results to a fine
degree as a way to reduce defects in products and services.
SO 20000 -
a global standard that describes the requirements for an ITSM system. Although the
standard was developed by developed by the British Standards Institutions to
mirror best practices described within the ITIL framework, it also supports
other frameworks, such as Microsoft's Operations Framework.
TOGAF (The Open Group
Architecture Framework) - provides a structured approach
for organizations seeking to organize and govern their implementation of technology,
particularly software technology.
TOGAF was created and is maintained by The Open Group, an independent industry
association.
ITIL (Information Technology
Infrastructure Library) - a framework that provides best
practices for aligning IT with business needs. The most widely used framework
for IT process management is ITIL v3, which has five parts: Strategy, Design,
Transition, Operations and Continual Service Improvement. Ongoing development
for ITIL has been vested in Axelos, a joint-venture company created by the U.K.
Cabinet Office and Capita PLC. As of this writing, the most widely used
framework for ITSM is ITIL v3. ITIL
was created because there was a need for ITSM best practice in the late 1980’s
and it has since become the de facto framework used
by many organizations across the world. The framework has five parts:
Strategy, Design, Transition, Operations and Continual Service Improvement.
ITSM General Methodology
ITSM and ITIL upon which it is based
are both an integrated, process based, set of best practices to manage IT
services. Whereas ITIL defines and documents the best practices, ITSM employs
them to meet unique customer requirements and priorities.
ITSM methodology encompasses the
following areas (the basic areas of ITIL):
IT Service Support
·
Configuration Management - physical and logical perspective of the IT
infrastructure and the IT services being provided
·
Change Management - standard methods and procedures for effective managing
of all changes
·
Release Management - testing, verification, and release of changes to the
IT environment
·
Incident Management - the day-to-day process that restores normal
acceptable service with a minimal impact on business
·
Problem Management - the diagnosis of the root causes of incidents in an
effort to proactively eliminate and manage them
·
Service Desk (Function) - a function not a process, this provides a
central point of contact between users and IT
IT Service Delivery
·
Availability Management - optimize IT infrastructure capabilities,
services, and support to minimize service outages and provide sustained levels
of service to meet business requirements
·
IT Service Continuity - managing an organization's capability to provide
the necessary level of service following an interruption of service
·
Capacity Management - enables an organization to tactically manage
resources and strategically plan for future resource requirements
·
Service Level Management - maintain and improve the level of service to
the organization
·
Financial Management for IT Services - managing the costs associated with
providing the organization with the resources needed to meet requirements
Depending on the ITSM consulting methodology
that is employed, additional value-added areas can be included. These areas
could be separate but dependent on those listed above, such as Print
and Output Management, or they could be sub-processes of those listed
above, such as IT Strategy Development.
ITSM General Implementation
A typical high level overview of an
ITSM implementation structure encompasses the following:
1.
Determine the current, existing IT infrastructure, processes, and services
2.
Develop some desired future state of IT and the services that it needs to
provide
3.
Architect a "roadmap" that depicts how to get to the desired state
from the current state
4.
Determine the steps needed to execute the "roadmap"
The ITSM implementation framework for
each of the IT Service Delivery and Service Support areas listed above is a 5
phase model:
·
Assessment - determine the current state and begin to collect and
understand the metrics for the future desired state
·
Architect and Design - develop a mature design for the future
desired state
·
Planning - develop those plans necessary to achieve the future
desired state in a phased evolutionary fashion
·
Implementation - implement and deploy the plans within IT and
across the enterprise to achieve the future desired state
·
Support - manage, maintain, and improve the future desired state
being able to adaptively integrate enhancements as needed or required
Within this framework,
effectively managing IT as an enterprise wide, service oriented entity
typically comprises one or more of the following separate and distinct perspectives:
·
People - quantity and quality of expertise and knowledge
·
Process - IT and organization specific practices, procedures, guidelines,
etc. and the level of complexity and sophistication of them
·
Technology - total logical and physical technology infrastructure
consisting of hardware, software, communication networks, applications, DBMS,
etc.
·
Organization - internal and external business factors that affect
IT, how IT and the organization interface, what is the organizations
"corporate culture", what are the organization's direction and how
does that affect IT
·
Integration - how is IT integrated within the business model, what
services does IT provide, how are the services provided, and how are best
practices employed within IT
If you run IT services, you owe it to your customers to adopt
ideas that will make you effective, efficient, and agile. So maybe it’s time
you had another look at ITIL to see what it has to offer , ITSM will reduce the
cost of operations. That means fewer servers, fewer licenses, fewer assets to
manage, and lower maintenance costs. It also means freedom from lock-in to any
particular vendor. With greater access comes greater flexibility. When IT is
flexible, businesses have more agility and existing information and even
services can be used in different contexts.
Refrensi
