IT Service Management Frameworks


22 Feb


IT services management refers to the steps that an organization takes to design, develop, deploy, manage and optimize information technology services provided to clients. This is one of the most important components of a company's IT services methodology. It focuses on the use of technology in supporting business process improvements. In addition, it also deals with the maintenance of IT systems. One aspect of this management is ensuring that a company has IT systems that run efficiently at all times and are easy to update.



IT service management requires systematic application of processes within a business. There are four basic frameworks for IT service management. These frameworks include the strategic perspectives framework, operational perspectives framework, continuous improvement perspectives and problem solving perspectives. Below is an example of each of these perspectives. View here for more info on the IT Service Management Frameworks.



The strategic perspectives framework enables IT service providers to conduct continuous improvement activities. This framework highlights four key areas to monitor and report on. These are client satisfaction, process improvement, learning and growth and process scheduling. It also involves the identification of any problems or issues affecting the overall effectiveness of the IT system.



The operational perspectives framework involves the identification and analysis of current and historical problems. It then gives rise to two alternative strategies for addressing these problems. These include the pilot approaches and the cobito approaches. The comity approach targets those IT problems that have been deemed too costly to fix. Pilot approaches are used when there are no known solutions within the current lifecycle and the cost of implementation would be high.
Continuous improvement approaches deal with the modification of processes based on the identification of enhancements that improve process reliability and process capability. 


These enhancements could be anything from new software applications, new models of business processes to process rewrites. This is usually part of the lifecycle of a management system and hence is not included in the framework. This approach is however not very common as it is usually a complex process to implement and therefore more often than not IT services only include a brief description of the initiative and the benefits derived from it.  In connection to this topic, learn more about It service management here: 



Learning and growth initiatives involve the improvement of current practice. In this case the focus is on the assessment of how well a particular department at any organization is currently performing against specified targets. This can be done by conducting surveys or asking management teams to describe the current situation and performance indicators relating to it. Surveys can also be conducted online to get a broader perspective. IT service management frameworks highlight four basic perspectives that need to be taken into consideration for the successful delivery of IT services: organizational objectives, management systems, service delivery frameworks and technology architectures. For additional information about this services, view here: https://en.wikipedia.org/wiki/IT_service_management.

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