ITSM Foundation

IT Service Management (ITSM)

Essentials

Computing and Information Technology

Project and Service Management Office

ITSM Overview

What is ITSM?

ITSM = Information Technology Service Management

The implementation and management Service Support and Service

Delivery processes aligned to meet the needs of the business with an
appropriate mix of people, processes and technology.
Computing and Information Technology
Project and Service Management Office

ITSM Service Support

Infrastructure- People, Processes and Technology

IT Service - Fulfills one or more of the customers needs

- Supports customers business objective

Process
- A structured set of activities designed to accomplish a specific
objective. A process may define policies, standards, guidelines,
activities and work flow instructions.

Activity
- A set of actions designed to achieve a result
Computing and Information Technology
Project and Service Management Office

ITSM Service Support

Service Support has an Operational focus. The activities include the day-to-day
or short-term planning activity of a business or service management process.
Change
Management

Incident
Management

Configuration
Management

Service
Support

Release
Management

Problem
Management

Computing and Information Technology

Project and Service Management Office

ITSM Service Support

Service Desk
Integrated

function, not a process, to all of

the operational process.
Serves

Change
Management

an intended purpose

Single

point of contact between service Incident

Management
providers, customers and users.

Service
Support

Release
Management

Manages

incidents and escalates

according to agreed service levels.
Manage

requests, incidents, service

requests and communications with
customer and users.

Configuration
Management

Problem
Management

Computing and Information Technology

Project and Service Management Office

ITSM Service Support

Computing and Information Technology

Project and Service Management Office

ITSM Service Support

Incident Management

Objective is to restore normal service operation as quickly as

possible and minimize the adverse impact on business
operations.
The process responsible for managing the life-cycle of all
incidents.
An incident defined as an unplanned, unexpected or unexplained disruption
in service. This is any event which is not part of the standard operation of a
service and which causes or may cause an interruption to or a reduction in the
quality of the service that is provided.

E.g. mail server not responding to incoming or outgoing messages.

Computing and Information Technology

Project and Service Management Office

ITSM Service Support

Incident Management input and output of the process, and its
activities

E.g. mail server not responding to incoming or outgoing messages.

Computing and Information Technology

Project and Service Management Office

ITSM Service Support

Escalation =
the mechanism
that assists
timely resolution
of an Incident
E.g. users identify they
cannot send or receive
mail and the Service
Desk is contacted. The
Service Desk cannot
resolve the incident so
it must be escalated to
the next level of
expertise for resolution.

Levels of support are specific to technical expertise

Computing and Information Technology
Project and Service Management Office

ITSM Service Support

Problem Management
takes time to identify
the cause and eliminate
it.
E.g. the mail server problem
root cause resulted in a
permanent solution which was
to locate the power source
and plug it back in.

Computing and Information Technology

Project and Service Management Office

ITSM Service Support

Configuration Management
Provides a logical view of the
components of all services. This
process is responsible for maintaining
information about Configuration Items
(CI). A CI is any component that needs
to be managed in order to deliver an IT
Service.
The CI information is managed in the
CMDB Configuration Management
Database and records the attributes and
relationships with other CIs, processes,
and services.

Computing and Information Technology

Project and Service Management Office

ITSM Service Support

Computing and Information Technology

Project and Service Management Office

ITSM Service Delivery

Service Delivery has a tactical or strategic focus. Service Delivery is
also used to mean the delivery of quality IT Services to customers and
what is needed to provide those services.
Service Level
Management

Availability Service
Financial
Management
Management

Delivery

IT Service Continuity

Management

Capacity
Management

Computing and Information Technology

Project and Service Management Office

ITSM Service Delivery

Service Level Management

The

process responsible for

maintaining and improving IT
Service quality through a constant
cycle of agreeing, monitoring, and
reporting to meet customers
objectives.
Provides

us and our customers a

clear and consistent understanding
and expectation of the level of
service required to provide a quality
product.
Through these methods, a better
relationship between IT and the
customers can be developed.

Computing and Information Technology

Project and Service Management Office

ITSM Service Delivery

Service Level Management - Terminology and Definitions
Service Level Requirements (SLR) A listing of the customers service
requirements (e.g. availability, capacity, financial, criticality, service restoration,
etc.).
Service Level Agreement (SLA) a written agreement with a customer defining
the service targets and responsibilities of both parties.
Operational Level Agreement (OLA) a written agreement between two internal IT
areas (e.g. Networks and Service Desk)
Underpinning Contract (UC) a contract with a 3rd party vendor/supplier that
documents the delivery of services that supports IT in their delivery of service.

Computing and Information Technology

Project and Service Management Office

ITSM Service Delivery

Capacity Management

Can be referred to as supply and demand and is responsible for addressing

the evolving demands of the business cost effectively.

Involves analyzing the current situation and predicting the future use of the
IT infrastructure and resources needed to meet the expected demand for IT
services.

Computing and Information Technology

Project and Service Management Office

ITSM Service Delivery

Continuity Management

The process that ensures that the required IT technical

services and facilities can be recovered from a failure or
disaster.

Service Continuity Planning is a systematic approach to

create a plan and/or procedure to prevent, cope with and
recover from the loss of a critical service for extended
periods.

Computing and Information Technology

Project and Service Management Office

ITSM Service Delivery

Financial Management

Identify the actual cost of services provided

Provide accurate and vital financial information to assist in
decision making
Make customers aware of what services actually cost
Cost avoidance relative to the spending of money wisely now
to reduce costs in the future.

Computing and Information Technology

Project and Service Management Office

ITSM Service Delivery

Computing and Information Technology

Project and Service Management Office