Welcome To

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IT Services Management
THE FUTURE OF INFORMATION TECHNOLOGYTODAY
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Introduction to ITSM
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What is IT Service Management?
A set of disciplines, embracing
that together allow us to develop deliver high
quality IT services.
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What does ITSM cover?
EVERYTHING!Not just about managing technology -
though we need Systems/Network Management Not
just about managing live services but managing
the complete lifecycle from initial conception
through to decommissioning of obsolete solutions.
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IT Service Management
Customers of IT services i.e. the business units
IT service provision
IT Service Mgt.
IT infrastructure management
External suppliers of IT services
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Service Management Framework (BSi PD0005)
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Process Improvement
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ITIL and Quality
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ITSM-Portfolio for iET Solutions
Continual Process Improvement
Continual Process Improvement
Service Level Management
Release Management
Incident Management
CMDB
Configuration Management
Change Management
Problem Management
Availability Management
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iET Enterprise Solution Platform
iET Weblink ASP / JSP
iET Developers Studio
Windows Client
Application Server
iET Developers Studio Server
VIP (Virtual Input Processor)
Escalation
Notification
Text search
RDBMS
Report Generator
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Reasons for Process Analysis
analyzing changes and trends
identifying potential causes of change
What Happened
Narrow the cause of change down to point of
interest
How did It Happen
transparent current-processes
reveal weak areas and by this points out
potentials for optimization
Why did It Happen
Breakdown point of interest to specific actions
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Benefits

• IT service providers
• Customer satisfaction
• Reduced risks not meeting business requirements
• Reduced costs in developing procedures and
  practices
• Better information flow between IT staff and
  customers
• Standards and guidance for IT staff
• Greater productivity and best use of skills
• Quality

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Benefits (cont)

• Customers using IT services
• Services provided in accordance with procedures
• Ability to depend on IT services and meet
  business requirements
• Clearly defined contact points within IT services
• Justified charges for IT services based on
  detailed information
• Feedback from monitoring SLAs

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Thank You
THE FUTURE OF INFORMATION TECHNOLOGYTODAY