Framework For IT Service Management In Organizations

Discuss about the Framework For Its Management In Organization.

In this report a discussion is on the behalf of the webinar on IT service management which deals with the changes in the technology used in organisations in previous areas to present scenario. Implementing information technology service management in every organisation is beneficial as it improves the quality of services delivered along with optimizing the processes by increasing the transparency. It offers various benefits like customer satisfaction, standardization of services, reducing the downtime of the service and also contributes in the financial control. In this it is discussed how ITSM supports an organisation as it is an art of implementing, managing and delivering the services to ensure that updated technology is used to provide valuable services. ITSM is used as a framework in a company to accomplish all the tasks and proving benefits of using it. In today’s era, new technologies and strategies keep on arriving thus it is necessary to adapt to these changes. Thus change management is discussed and it is stated why it is important to adapt to new changes. So that innovative ideas are developed and the no challenger is able to beat the organisation.

There are various changes that can be seen in the workplace nowadays. There is a huge transaction in today’s era from single desktop computer to multiple devices. Gone are the days were laptops were used but now technology is so advanced that everything can be accessed on smartphones from anywhere. Previously people use to rely on singular stack but to meet the expectations of customer’s technology has innovated new ideas by increasing the demand of services (Bardhan, et. al, 2017). ITSM supports such transactions by designing, developing and enhancing the way information technology is used in an organisation. It supports by balancing the value of complexity within an organisation by designing the process is fast. ITSM is very beneficial in an organisation as it provides a common language and understanding between individuals (Patsoukis, et. al, 2017). IT service management intakes the request from employees for better understanding and focuses on increasing the productivity.  It defines the roles and responsibilities to satisfy the need users by detecting the realistic expectations and solving them.  Availability of better IT services in the business increase the performance by providing better services at lower cost. ITSM has supported many organisations by reducing the manual labour and completing the work automatically.  It was researched that by adopting the advanced technologies in an organisation, it is easy for service providers to deliver the services in an effective manner. It has also helped the support and management team of the company by keeping the backup of data and restoring the information whenever needed (Saber, Shoar  and Khoursheed,  2017).  It makes sure that downtime is reduced and the system is restored quickly without ant loss. Other than that it can be stated that Information technology service management not only focuses on development of IT applications but take cares of management of IT services (Axelox, 2018). It is a set of processes that ensures that objectives are met. It focuses on the design area, implementation, operational as well as improvement of services. It also focuses on the cost of the whole process so that IT organisation is oriented in a best way (Qiong, Wang and Wu, 2017).

Case Study 2

(Hoffman, 2018)

ITSM is a framework which was developed after information technology infrastructure library framework. ITSM framework is used by almost every organisation across the world and it is broken down to two main groups that is service support and service delivery. Service support is all about capturing the changes in an organisation, understanding about the incidents and releasing the change inside the organisation. This framework allows the end users to log the incidents and requests for changes (Verlaine, 2017).  If the end users are unable to resolve the incident it is moved to problem management team who looks for the root cause of problem and comes up with a resolution to the problem. Then it is transferred to change management team which access to changes and assign priority to reduce the risk (Bmc, 2018). Finally the release management looks for all the testing part so that it could be released to end use community. All the process is recoded in the configuration database. On the service delivery part there are various sectors. Service level agreement is the main part as all the agreements are built between IT organisation and business units (Abdelkebir,  Maleh and Belaissaoui, 2017). In this part all the goals and targets are set for the service level. It also include the business continuity plan as it build the disaster continuity plan to make sure that business continues even after the system crashes. It also includes budgeting , provisioning to requisitioning the hardware.

(Slide player, 2018)

There are several benefits of using ITSM framework for IT management as it increase the efficiency of an organisation by better aligning the services. It helps the business in making money and supports all benefits. It makes the services reliable and consistent. Using ITSM increases customer satisfaction by increasing the productivity as it focuses on specific goals. It provides better understanding of requirements of business   that results in fitting to the services available and increasing the cost and value expectation (Herrera, 2017). It also improves the governance by reducing the risk and delivering new innovative ideas to improve business value. It improves the visibility and control structure of an organisation. Thus every organisation is using ITSM for better growth.

Change management can also be termed as change leadership. It includes various components that like scope of the project, budget of the project, time as well as the quality of the product that is delivered. Thus change management controls these components. It is the plan which outlines who, when, what and how are going to manage the changes throughout the project. It includes various tools to manage the changes. It includes activities to change the control of the project. Thus activities include reviewing, analysing and approving the requests regarding changes. It also includes activity such as managing the changes and maintaining the baseline (Klein and Posch, 2017). Apart from that it can be stated that modern organisations face different market conditions, they have different target customers, different technologies as well as cost. Thus they need to adapt to these changes to avoid been beaten up by the challenger. Thus change management manages the impact of these changes on an organisation (Shams, Sharif and Kermanshah,  2017). Change is managed by communicating the issue of not updating to changes and it is also important to explain the reason of changing to minimise the uncertainty. Thus to make sure that an organisation survive in the IT world it should adapt to changes rapidly (Ezeuduji,  2017).

Case Study 3

Change Management can be automated as shown in video clip. It is very beneficial for company as the changes made in less than one day has high standards and release the requests by making changes. It can be stated that improving the consumer grade experience, effortless services, providing feedback and integrating the development. It allows an organization to take all possible precautions regarding right people and implication strategy (Tukker, 2017). It can be concluded that to meet the basic requirements of an organisation by planning to changes so that lower threshold is established. The updated world of technology has magnified the significance use of change management as it maintains the ease of development. Change management should be an integrated part of every IT department, as it allows recording change requests quickly and reducing the sophisticated risks of an organisation.

Conclusion

Thus it can be concluded that every company needs information technology service as it provides various benefits for improving the quality of services, reducing the overall cost as well as risk. It designs the work flow of an organisation by offering automated technologies and removing the manual work. It also saves the time and money by generating automated reports. IT service management plays a crucial role as it reduces the wastage by optimizing the assets. It makes sure that there are no duplicate assets in an organisation and prevent inconsistent changes. In this research reason for change and importance of change management is analysed.

References

Abdelkebir, S., Maleh, Y. and Belaissaoui, M., 2017, November. An Agile Framework for ITS Management In Organizations: A Case Study Based on DevOps. In Proceedings of the 2nd International Conference on Computing and Wireless Communication Systems (p. 67). ACM.

Axelox, 2018. ITSM and the customer: make a difference through services, not “framework hunting. Available from https://www.axelos.com/news/blogs/september-2017/itsm-and-customer-make-a-difference-through-change Accessed on 5 APRIL 2018.

Bardhan, K., Weaver, J.D., Patsoukis, N. and Boussiotis, V.A., 2017. Phosphorylation of Y248 in the ITSM of PD-1 is indicative of PD-1-mediated inhibitory function.

Bmc, 2018. ITSM Frameworks: Which Are Most Popular?. Available from https://www.bmc.com/blogs/itsm-frameworks-popular/ Accessed on 5 APRIL 2018.

Bmc, 2018. What is ITIL demand management?. Available from www.bmc.com/guides/itil-demand-management.html Accessed on 04 April 2018.

Ezeuduji, I.O., 2017. Change management for sub-Saharan Africa's rural tourism development. Current Issues in Tourism, 20(9), pp.946-959.

Herrera, P.C., 2017. Innovation in Information Technology Services: Framework to Improve the Effectiveness and Efficiency of Information Technology Service Management Processes, Projects and Decision Support Management. World Academy of Science, Engineering and Technology, International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering, 11(8), pp.2003-2010.

Hoffman, 2018. how-to-bridge-the-gap-between-it-and-business-with-itsm. Available from https://www.hoffman-info.com/business/it/how-to-bridge-the-gap-between-it-and-business-with-itsmAccessed on 04 April 201

Klein, A. and Posch, A., 2017, January. A Little Change Goes a Long Way: An Institutional Perspective on Change Processes in a Family Firm. In Academy of Management Proceedings (Vol. 2017, No. 1, p. 15716). Academy of Management.

Patsoukis, N., Council, A., Berg, A., Bardhan, K., Weaver, J., Mahoney, K.M., Freeman, G.J. and Boussiotis, V.A., 2017. Interaction of both SH2 domains of SHP-2 with a PD-1 homodimer is required for PD-1-mediated inhibition of T cell responses.

Qiong, L., Wang, B. and Wu, H., 2017, December. Targeting Algorithm Based on ITSM. In Proceedings of the 2017 International Conference on Software and e-Business (pp. 113-116). ACM.

Saber, A.A., Shoar, S. and Khoursheed, M., 2017. Intra-thoracic Sleeve Migration (ITSM): an Underreported Phenomenon After Laparoscopic Sleeve Gastrectomy. Obesity surgery, 27(8), pp.1917-1923.

Shams, A., Sharif, H. and Kermanshah, A., 2017, June. Holistic Change Management: Importance and methodological challenges. In Technology & Engineering Management Conference (TEMSCON), 2017 IEEE (pp. 272-276). IEEE.

Slide player, 2018. Governance and management controls. Available from deplayer.com/slide/4582369 Accessed on 04 April 2018.

Tukker, A., 2017. Conclusions: change management for sustainable consumption and production. System Innovation for Sustainability 1: Perspectives on Radical Changes to Sustainable Consumption and Production, p.406.

Verlaine, B., 2017. Toward an Agile IT Service Management Framework. Service Science, 9(4), pp.263-274.

Wiki, 2018. Relationships between ITSM frameworks and other management standards. Available from https://en.wikipedia.org/wiki/IT_service_management#/media/File:Itsm-context.pngAccessed on 04 April 2018

Youtube, 2018. What is ITIL | ITSM | IT service | Define ITIL | ITIL. Available from https://www.google.co.in/search?q=ITSM+FRAMEWORK&rlz=1C1NHXL_enIN780IN780&source=lnms&tbm=isch&sa=X&ved=0ahUKEwiIz7CMk6PaAhUJOY8KHfiQA_IQ_AUICigB#imgrc=ZNgm2cUrHiKYCMAccessed on 04 April 2018.