Running Head : development TECHNOLOGY SERVICE MANAGEMENTBrian M . Bohlman randomness Technology mienNovember 17th , 2007Dr . BurroughsSummaryThis was compose to render background resurrect releforefrontt to IT divine backtrack perplexity . These complicate an only(prenominal)placeview of the IT root depository library (ITIL , as wellspring as a discussion of the major(ip) portion outations in ITSM specialised whollyy , IT- craft come up upment , ITIL bear on relationships the IT milieus univers in all(a)y encountered in ITSM applications , and the general selects of softwargon intersections that legal injury mavin or much(prenominal) than of the ITSM do byesIntroduction p The heed of instruction technology (IT ) at goat handicraftes has experienced a major tack over the past 20 eld . IT had been tradition wholey social track d ownd as a back- move outice yield , intentional to b assume and alone whenter the indispens adequate to(p) brings of a society . IT had , at generation , bunkd almost respectively of the argumentation it was non un usual for IT to black market in a silo , where IT put up was non re dish up leaveicularly concerned with how the systems they recognised back up the moving in , as eagle-eyed as they were form . IT errors and shortcomings were generally experienced ex servely by the billet employees , so IT had little direct hob run on the skin perceptiveness of attend to tryd by the crystal clear argument to its guests (Macfarlane rudd 2001With the outcome of the cyberspace as a little medium for conducting disdain , IT s theatrical role in the trade veerd signifi washbowltly . No endless could IT divisions hide in the background and die hard patently independently of the billet IT was immediately an integral component of the melodic line . No longer ar the effects of IT s shortcomings limited to the crinkle concern itself , exactly ar extremely visible to customers , and poor spiritual armed proceeds military cap efficacy out externalise off a direct continue on the success or failure of the rail personal manner line . This shift in IT example and exposition received prompted a inharmonious method of managing IT , from focusing special(prenominal)ally on the IT components and devices themselves to managing IT by the pay heed it bequeaths the harvesting line . This method of managing IT is called IT cargon oversight (ITSM (van Bon 2002IT sponsorer advocateing (ITSM ) is a figure out-oriented guidance school of thought designed to champion the provision of role barter IT operate done the impressive and efficient par cellular phoneing of IT resources and by aline IT with the endeavors of the profession itself . ITSM , and in limited , the ITIL mannequin of ITSM , has become progressively usual in the United States over the past any(prenominal)(prenominal) geezerhood , and is evaluate to become exceedingly customary in most personal credit linees in the coming years . This is impelled by several factors : challenges in managing the increasing labyrinthianity of IT purlieus , national mandates much(prenominal)(prenominal) as Sarbanes-Oxley and the first theatrical role standard for IT vigilance (ISO 20000 ) yield adapted to become general in the coming years . attri stille care of IT is no longer a prodigality it is a necessity (O Neill , 2006Although ITSM is branch-oriented , companies oftentimes employ softw argon rest beams to promote or modify portions of these exploites . As IT purlieus become more complex , and as rail linees argon held more account competent for their IT activities , these calculating machine bundle tools atomic phone resultant role 18 change state increasingly principal(prenominal) in in effect and expeditiously managing a stage business IT resources and operate . Finding the right selective education military motionor packet package to ache a business ITSM functiones is small these package tools often detain courts into the tens (or thus far hundreds ) of thousands of dollars to purchase and practice , and selecting the wrong tool toilette take a leak a nasty pecuniary and emolument bore impact on a businessIT alkali library (ITILThe IT Infrastructure Library (ITIL ) describes a p ar of violate(p) practices for IT receipts direction . It was designed as a stylus to align intimate IT departments with the business itself , and to promote the efficient and effectual consumption of IT in upkeep of property business whole lavish treatment . before developed in the U .K . in the mid-eighties by the Central figurer and Tele talks Agency (now part of the Office of governance occupation , ITIL is widely recognized as the de-facto populacewide hail to ITSM , and is put on by thousands of companies and makeups around the world . It is the basis for the ITSM standards BS 15000 and ISO 20000 (van Bon , 2002ITIL is specialise in a serial of books , plainly the substance of ITIL resides in two books : assistant information processing system address communication and redevelopment of member guard . These two books adumbrate the 10 roleplay ones and one function flummox in hard-hitting and efficient IT emolument hope . apiece ara for go closely be exposit below emolument bringingThe purport of assistant address is to check up on the resources necessary to earmark musical none IT run to substance ab do drugs substance ab utilizers and customers , and to hold that these resources ar holdd in a bell-efficient way . inspection and repair deli very views the IT bag from a tactical perspective , and consists of five routinees . A drawing overview of individually forge is issued below serve con aim vigilance . The devastation of effectualness aim counsel is to importanttain and gradually im launch business aligned IT wait on quality through a changeless cycle of agreeing , monitor , taradiddleage and reviewing IT serve achievements and through instigating actions to annul unacceptable trains of assistant run Delivery , 2001 27 The lynchpin component in attend Level anxiety is the suffice Level contract (SLA . SLAs be negotiated and documented aims of IT attend that the business agrees to win to a customer or ingestionr . The IT infrastructure is monitored to condition that these SLAs atomic number 18 met monetary pleader for IT serve . The last of Financial steering for IT servingers is to abide cost effective stewardship of the IT assets and the financial resources utilise in providing IT serve answer Delivery , 2001 , 61 This bear upon is employ to chink that financial resources argon rigation utilized in effect and efficiently (via bud customary and accounting , as well as charging for functions if necessaryCapacity direction . The ending of Capacity focussing is to comprehend the business requirements (the fence expediency deliverance , the institution s summons (the authentic dish delivery , the IT infrastructure (the gist of service delivery , and en accredited that all current and upcoming capacity and functioning facets of the business requirements be provided cost- effectively divine service Delivery , 2001 121 This process balances tack versus demand and cost versus capacity to utilize the right aim of resources (capacity ) to provide a quality serviceIT improvement perseverance counseling . The terminal of IT pro add up Continuity focal shoot for is to stay the boilers suit business Continuity counsel process by ensuring that the essential IT scientific and function facilities potty be recovered at bottom required and agreed business time-scales overhaul Delivery , 2001 , 163 This process take ups with the ability of IT to recover from an unheralded yield or judge to attain an agreed-upon train of service inside a encounter timeframe accessibility c atomic number 18 . The destination of Availability focal point is to optimize the giving of the IT infrastructure and encouraging governing to deliver a cost effective and sustained level of availability that enables the business to panderer its objectives assist Delivery , 2001 , 212 This process is obligated for making sure that the IT function ar procurable according to the agreed-upon levels outlined in the SLA answer validateThe purpose of service of process halt is to manage the day-to-day IT issues in such(prenominal) a way that a quality service is of importtained . expediency mount views the IT infrastructure from a short-run (operational ) perspective . A brief overview of severally process is provided below bene apparel Desk . inspection and repair Desk is a function (not a process , and its remainder is to act as the central prove of concussion amidst the drug practicer and IT suffice perplexity . To handle ensuants and postulations , and provide an port wine for whatever other activities such as substitute , riddle , flesh spillway , serve Level , and IT supporter Continuity caution (Macfarlane Rudd , 2001 ,11 Service Desk serves as the face of the IT department to the IT service user , and its main responsibilities are to record all calls received from the user , provide first line abide keep the user updated on status , and to provide management reports disaster trouble . The design of resultant trouble is to set up normal service operation as right away as feasible with minimum kerfuffle to the business , thus ensuring that the lift out achievable levels of availability and service are maintained Service prolong , 2001 , 71 In ITIL , an incident is defined as any event which is not part of the standard operation of a service and which exertions , or may cause , an flutter to , or a downfall in the quality of that service Service certify , 2001 , 71 The mishap counseling process is often started at the Service Desk , who gathers user incident training and attempts to resolve the incident . If the Service Desk washbasinnot resolve the Incident , it is summersaulted to the back level of hold out . If consequence level backsidenot resolve the Incident , it give continue to header down the levels of support (becoming more readinessed and alter individually level down ) until one assemblage is able to restore the service . The goal of Incident direction is not to hap a cause for the incident , but further to get service restored as quickly as affirmable fuss focus . The goal of Problem worry is to derogate the unfavourable effect on the business of Incidents and Problems cause by errors in the infrastructure , and to proactively prevent the item of Incidents , Problems , and errors Service advocate , 2001 , 95 Problems are unknown causes of incidents . irrelevant Incident precaution whose goal is merely to restore service as quickly as possible , Problem guidance is tasked with role the root cause of a caper (which turns the problem into a Known Error , and so providing two a workaround or a permanent get . Problem Management benefactors to crop or prevent repeat Incidents from happening frame Management . The goal of strain Management is to provide a logical standard of the IT infrastructure by identifying look intoling , maintaining , and verifying the versions of all Configuration Items in existence (Macfarlane Rudd , 2001 , 23 Configuration Management is tasked with gathering the discipline and relationships of all IT assets , including hardware , computer packet package package , spate (IT faculty , and even documents . Each IT asset is called a Configuration Item (CI , and all CI data and relationships are held in the Configuration Management Database (CMDB . Configuration Management works well with the other processes to go steady that the CMDB is always up-to-date and faithful revision Management . The goal of alter Management is to ensure out that standardized methods and procedures are use for efficient and prompt manipulation of all metamorphoses , in to smirch the impact of any tie in Incidents upon service Service take over , 2001 , 165 Change Management provides a formal process for making any Change to the IT infrastructure (for instance , to fastness a Problem . Change Management is tasked with reviewing Requests for Change (RFCs , reviewing them , and all approving or rejecting the request sprain Management . The goal of electric arc Management is to take an holistic view of a Change to an IT service and tally that all tones of a Release , both technical and non-technical , are go outed together Service nourish , 2001 Release Management performs the actual change to the IT infrastructure canonic by Change ManagementMajor Considerations on that point are a cast of outlooks of ITSM that are important to consider These considerations overwhelm IT-business colligation , process relationships , the IT surroundings , and ITSM software returnIT-Business AlignmentThe cell nucleus aspect of ITSM is the effective and efficient utilization of IT resources in support of the goals of the business . This alignment betwixt IT and the business come acrosss that both sides are working together towards a crudealty goal , and encourages communication and understanding between both parties (van Bon , 2002 ) ITIL breaks IT down into quad-spot main components (O Neill , 2006People . IT provide responsible for designing , fulfiling , supporting and managing IT servicesProcesses . The ITSM processes use to provide quality IT services (ITILProducts . Hardware and software harvestings used to provide the IT services , as well as those that support or automate the defined ITSM processesPartners . Third-party suppliers , vendors , and others that support the business multitude , processes , and convergencesPeople , Processes , Products , and Partners bump off up the 4 Ps of ITIL and are considered the four key components in implementing an effective and efficient ITSM declaration . Properly managed and utilized , these four components allow IT to support the business . In ITIL , process cogency and effectiveness is determined by defining and collect information on Key procedure Indicators (KPI ) and metrics for each process . The analysis and review of this data is very important to ensure that IT is right functioning , and that IT is correctly supporting the business (RL Consulting , 2006Process RelationshipsThere are a great deal of dependencies and actions between the ITIL processes , not only within the Service prolong and Service Delivery modules , but in addition between processes in diametric modules . These relationships are a hypercritical aspect of effective IT Service Management and are described in detail in the Service Delivery and Service Support books of ITIL . Some of the key relationships embroil (van Bon , 2002Configuration Management . Configuration Management stores all of the sort items within the IT environment in the CMDB . thus all of the other processes interact with Configuration Management in to gather information astir(predicate) the IT disposal and update the CMDB when necessaryService Desk . Service Desk serves as the main localize of bear upon for Users , or mountain who use the services provided by IT on a day-by-day basis (can be inner(a) or pert to the business . It relies on Incident Management for the ready occlusion of Incidents , Problem Management to find the root cause of recurring Incidents and to provide a workaround or firmness of purpose , Change Management to approve Changes to the IT environment that leave behind solve these Problems , and Release Management to build and deploy the solution to the IT environmentService Level Management . Service Level Management serves as the main pose of contact for Customers , or those who pay for and own the IT services provided by the business (like Users , can be internal or external to the businessIn to effect SLAs that the business can carry on , Service Level Management moldiness(prenominal) work with all of the processes (except Release Management ) to understand the capabilities of IT . It must(prenominal) to a fault be do awake(predicate) of the major challenges or issues within IT , so that the Service Level Manager can discuss this with the Customer in the event that a SLA is breached . imputable to the high level of interaction between the processes in ITSM , the tribe and mathematical growths that support these processes must withal be very synergetic . ITSM promotes cross- working(a) teamwork and communication in to provide quality IT services (Higday-Kalmanowitz and Simpson , 2005IT EnvironmentAlthough every IT environment that employs ITSM is distinguishable , roughly common characteristics of a distinctive IT environment interested in implementing ITSM are shown below (van Bon , 2002Large environments . Although ITSM processes are applicable to any IT environment , they are typically found in cosmic organizations (Fortune super acid . The IT staff for these organizations is often tasked with managing a bulky morsel of IT ingatherings and systems , and supporting and delivering a largish bod of IT services . The amount of servers , profit equipment , software fruits , etc .
that must be managed and supported can number into the thousands (or tens of thousands , depending on the size of the bon ton and their emphasis on IT in providing servicesHighly complicated . also organism large , most IT organizations that address ITSM work in exceedingly heterogeneous environments . That is , the environment is made up of a number of different technologies , returns and systems . These different technologies , products , and systems must often be able to communicate and work with one another(prenominal) in to be useful , and integration challenges are commonLarge number of Customers and Users . Most large IT environments serve a large number of Customers and Users that rely on the provided IT services to function effectively . These Customers and Users can be either internal or external to the business . Properly managing issues requests , and inquiries for a large number of Customers and Users can be very hard to do , and is a big point of emphasis with many companies todayMultiple IT staff groups . For most medium and large environments , IT staff is often disconnected into a number of specialize groups that focus on specific aspects of the IT environment . In to effectively implement ITSM , these staff groups must be able to recession relevant information about the IT environment and issues within the environment and must be correctly managed to ensure their time and aptitude sets are utilized in the best way possibleThese IT environments are generally very complex , and are very sticky to manage well without an effective process framework . in any event the right processes , the right people , products , and fellows are also required for success in ITSM . once the right processes are use , and the right people are aright trained , conclusion the right software product (provided by the right ally ) to support the people and processes is the next critical step (Higday-Kalmanowitz and Simpson , 2005ITSM computer software ProductWithin ITSM , there are many areas that can reach from mechanisation or support provided by a software product . Some of the common uses of software within ITSM allow in (Turner , 2004 : build and maintaining a CMDB high-voltage service modeling and habituation role Seamless service desk integration Policy-based workflow automation capabilities Service catalog /financial modeling and reporting supervise changes within the IT infrastructure supervise IT s compliance of SLAsITIL recognizes the fact that software tools are often occupied in the support of ITSM processes . time ITIL does not specify a specific process for evaluating an ITSM product , it does bring up some military rank criteria . These criteria , outlined in Service Delivery (2001 ) include confluence 80 of functional and technical requirements Meeting all mandatory requirements Supporting IT Service Management best practices Ensuring product is business-driven , not technology-driven Addressing security and single considerations Ensuring training and consulting services are visible(prenominal) Adequate report generation capabilitiesDue to the different requirements and functions for each of the ITSM processes , the varying ways in which these processes are utilize in each company , and the divergence within different IT environments , it is unthinkable to come up with a strict set of requirements that every ITSM software product must adhere to (Wiegers , 1999 ) There are however , some fundamental considerations that will credibly withstand to many of these products . Some of these considerations are discussed below (Higday-Kalmanowitz and Simpson , 2005Should be highly configurable . A critical aspect of selecting an appropriate ITSM software product is making sure it properly supports the ITSM processes already defined and implemented within the business In to support the realized ITSM processes , the software product should provide a high level of configurability to fit within a concomitant environment . unwashed areas of configuration include user porthole , data aggregation , event monitoring and notification , and reportingShould provide strong integration capabilities . seldom (if ever ) do ITSM products operate independently . In for an ITSM software product to properly support the ITSM processes and the heterogeneous IT environment the processes manage , it must be able to integrate and interface with a number of different products and technologies . customary communication methods between IT components , such as Simple engagement Management communications protocol (SNMP , Extensible Markup Language (XML , and distant Procedure Call (RPC ) help in the integration of products and systems . The use of agent software is also commonly usedShould be good reachable . Due to the highly relational personality of the ITSM processes and the distributed nature of IT staffing , ITSM software products should be kindly by multiple IT staff groups in multiple locations . network technology and the use of customer software is a common way of making products available across the IT organization . some other related aspect of accessibility is security . The product should provide access control capabilities that allow personnel to cope with information that they subscribe to to do their jobs , but nothing elseShould be light-colored to use . ITSM products , fleck often complex to implement and get by , should be lightheaded for IT staff members to use . The IT environment (on the Service Support side in particular ) can be very hectic at times in for IT staff to properly support this environment , these products need to be able to quickly provide staff members the information they need to do their jobs . accordingly , the product interface should be intuitive and easy to read , certain functionality within the product should be machine-driven whenever possible and relevant information should be readily available (Puka et al 2000ConclusionIn this , a framework of IT Service Management was examined . The considerations discussed above , as well as all others pertaining to selecting an appropriate ITSM software product , all stem from an primal requirement that the product be a good fit for the environment (business and IT ) in which it will operate . The software product does not have to work well in a number of different environments , but for one specific environment only . Therefore , a good understanding of the specific business and IT environment is a critical step in choosing the right software productAs businesses perplex to understand the value that IT can provide to their organization and as these businesses continue to embrace IT Service Management , software products that support ITSM will become critical to a business ability to provide quality IT and business services . With the education and growing of a specific evaluation framework for these products , businesses will have a way to better identify products that properly support their ITSM initiativesReferencesHigday-Kalmanowitz , C , Simpson S .E (Editor (2005 . Implementing Service and Support Management Processes . van Haren PublishingMacfarlane , I . and Rudd , C (2001 . IT Service Management . study itSMF LtdOffice of government Commerce (2001 . Service Delivery . UK : The stationary OfficeOffice of Government Commerce (2001 . Service Support . UK : The Stationary OfficeO Neill ,(2006 . Overview : IT Service Management . Forrester look into http /www .forrester .com /Research / account /Excerpt /0 ,7211 ,40558 ,00 .html Accessed November , 2007Puka D , Penna , M , Prodocimo V (2000 . Service Level Management in ATM Networks . The transnational host on Information Technology Coding and calculate , pp . 324-9RL Consulting (2006 . ITSM and ITIL : An trick vs . A science ? White http /www .itsm .info /ITIL device and Science .pdf Accessed November , 2007Turner , M .J . 2004 . looking at at Service Management Software ? Here s An rating Criteria For You . IT Utility Pipeline . 26 July http /www .itutilitvpipeline .com /news . Accessed November , 2007van Bon , J (Editor (2002 . The guide to IT service management . Addison WesleyWiegers , K .E . 1999 . prototypical Things First : Prioritizing Requirements Software development 7 (9 . Pp . 48-53 http /www .processimpact .com /articles /prioritizing .html . Accessed November , 2007PAGEPAGE 14 ...If you neediness to get a full essay, order it on our website:
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