IT Service management is basically the steps that are done by an organization to carefully design, plan, deploy, manage and properly control data technology services provided to clients. IT Service management is defined as the process of collecting, analyzing, managing and operating the tools, systems and procedures for IT service delivery. These processes need to be continuously updated in order to make IT service management and its activities effective. The major activities included in this are planning and design, deployment, service monitoring, recovery, security, configuration management, integration, administration and support.
Planning aims at providing ITIL with a clear idea about IT system architecture, objectives and future course of actions. The objective of this step is to provide ITIL with detailed description of present and upcoming changes in IT infrastructure, networks and software used to implement IT systems. It also involves managing technical issues so that they can be addressed immediately to minimize the possible risk and costs. On the other hand, deployment includes creating the IT infrastructure, equipping IT teams, deploying relevant applications and integrating it with client servers, networks and devices. Security is another crucial aspect, which ITIL defines through controlling and implementing processes of securing network, software, hardware, firmware, configuration information and users’ personal data.
One of the most important aspects of ITIL is service and support, which involve implementing ITIL processes and assisting employees within a company to perform their work according to the defined plans. ITIL implementation teams provide the necessary training and tools for staff to perform their ITIL activities effectively. The role of ITIL support teams includes planning, designing, managing and operating the process of ITIL deployment, maintenance and upgrading processes. They also ensure that client systems are updated and security measures are applied. On the other hand, develops teams specialize in delivering the IT solutions designed by the ITIL and executing the processes associated with it. These may include deployment, support and maintenance of IT-related activities such as application development, management of internal IT resources, providing advice and solutions to clients and training and developing new skills of employees.
ITIL processes are categorized into two major areas – systems and processes. Processes are divided into three key categories based on their nature – system, data processing and integration. Systems are broadly divided into three categories based on the nature of their constituents – infrastructure, network and desktop. For effective service management, it is important to combine these three components into a single platform and apply a unified information technology (IT) management and operational strategy. In order to achieve this, all these IT processes should be clearly defined and validated.
One of the benefits of ITIL is its best practice framework that guides organizations, businesses and companies in improving IT service delivery. This facilitates the identification of IT service objectives and guide the organizations in realizing them. It is important to monitor and measure the success of ITIL processes and objectives so that improvements can be made and modifications made to make them more effective. The measurement of success of an ITIL process is achieved when end users benefit from improved quality of service, reduced costs and greater levels of efficiency. In addition, users also enjoy a better level of security. The measurement of success of an ITIL process is best measured over the period of its operations and not over a short period of time such as a one-week trial.
ITIL has provided the industry with a number of useful frameworks and solutions. These have been adopted by many organizations and have proved successful. There have been discussions held with regard to these developments and it is hoped that these would continue to improve the systems that provide value to clients. ITIL is evolving and growing in all these fields and there is continuous improvement in these areas. Organizations that have an ITIL Service Support strategy based on best practice and are aware of the value of ITIL are going to reap benefits.