That\u2019s it: ITSM is a\u00a0generic term for the management of all IT services in\u00a0organisations.<\/strong> How we\u00a0will sort and organise individual services, processes and the work of IT departments in\u00a0our organisations is up to\u00a0us. We\u00a0may be\u00a0arriving at\u00a0improving these elements for many years and make many mistakes along the way.<\/p>\n However, we\u00a0choose to\u00a0skip reinventing the wheel, leverage many years of experience of others and implement an efficient ITSM based on\u00a0best practices, by\u00a0implementing ITIL completely or\u00a0in\u00a0part.<\/p>\n Why only in\u00a0part? We\u00a0will try to\u00a0explain it later.<\/p>\n ITSM<\/strong> stands for \u201cI<\/strong>nformation T<\/strong>echnology S<\/strong>ervice M<\/strong>anagement\u201d and describes matters concerning information systems management. Such systems consist not only of computer software and hardware, data processing, consulting and implementations but also include other IT services.<\/p>\n When providing IT services as\u00a0an IT department we\u00a0cater to\u00a0the needs that include:<\/p>\n The official definition of ITIL\u00ae describes ITSM as\u00a0a\u00a0set of specialised organisational capabilities for providing value to\u00a0customers in\u00a0the form of services.<\/strong><\/p>\n The IT service management name is used in\u00a0many ways, but most ITSM definitions include elements like<\/strong>:<\/p>\n The basic aspect of ITSM it to\u00a0orient the complex IT infrastructure management processes so as\u00a0to\u00a0ensure the best fulfilment of customer needs. There are specialised systems suppliers for ITSM who supply various ITSM support solutions to\u00a0the market.<\/p>\n The selection of these tools is the key to\u00a0the management process for our ITSM to\u00a0be\u00a0high-performance and customer-oriented. We\u00a0must stay up to\u00a0date, thus improving the processes, measuring performance, delivering value to\u00a0customers in\u00a0the possibly shortest time and keep improving the IT services and infrastructure. All with the goal to\u00a0achieve the highest effectiveness, performance and profitability.<\/p>\n ITSM principles cover the efficient support of key IT processes. These include:<\/p>\n The use of proper ITSM support tools allows for adding a\u00a0new quality to\u00a0the work of IT departments. Automation and centralisation of process management boost the speed of incident resolution, improves the performance, and the access to\u00a0information is provided in\u00a0real time.<\/p>\n Our team in\u00a0the IT department becomes increasingly more aware of its role and responsibilities. We\u00a0are reducing costs and maximising profits<\/strong> resulting from the integration of centralised service management areas.<\/p>\n Thanks to\u00a0a\u00a0correctly executed ITSM we\u00a0are building the trust<\/strong> of our customers by\u00a0supporting their key organisational goals instead of just focusing on\u00a0pure technology management. However, implementing correct tools for the ITSM allows adding a\u00a0new quality to\u00a0the work of the IT departments.<\/p>\n Elements such as\u00a0automation and centralisation of process management boost the speed of incident resolution, improve the performance and access to\u00a0information is provided in\u00a0real time.<\/p>\n If you take the DevOps term seriously, remembering that it is a\u00a0combination of \u201cdevelopment\u201d and \u201coperations\u201d, you will quickly reach the conclusion that DevOps makes a\u00a0perfect fit for the ITSM model<\/strong>. The concepts are complementary as\u00a0they assume an approach oriented at\u00a0continual improvement and working in\u00a0a\u00a0dynamically changing environment.<\/p>\n DevOps is the methodology of efficient work of teams that connects the IT maintenance professionals with the software development specialists. This methodology is no\u00a0competition to\u00a0ITSM but one of the ways to\u00a0reach the ideal ITSM model.<\/strong><\/p>\n Under ITSM we\u00a0build a\u00a0high-performance operational model based on\u00a0the PDCA cycle, also referred to\u00a0as\u00a0the Deming Cycle.<\/strong> This cycle consists of activities that follow each other in\u00a0a\u00a0logical order:<\/p>\n Fig. 1. We\u00a0create ITSM in\u00a0a\u00a0management model based on\u00a0the PDCA cycle<\/em><\/p>\n This whole iteration is not contrary to\u00a0DevOps, it is consistent with it.<\/strong> DevOps supports the ITSM model in\u00a0a\u00a0way making it effective, fast and responsive to\u00a0constantly changing requirements. DevOps is a\u00a0kind of teamwork culture that creates a\u00a0favorable environment for frequent changes while liberating from excessive bureaucracy, thus making ITSM easier.<\/p>\n Fig. 2. DevOps areas<\/em><\/p>\n Since we\u00a0have already clarified the meaning of the basic term that ITSM is, now we\u00a0may move to\u00a0the very popular acronym – ITIL (Information Technology Infrastructure Library) that has its roots in\u00a0the late 1980s when a\u00a0set of documents was produced that defined the IT service delivery for government agencies in\u00a0the UK.<\/p>\n ITIL is an approach to\u00a0IT service management based on\u00a0a\u00a0defined IT service lifecycle.<\/strong> Individual stages are assigned sets of practices and validated for dependencies and impact exerted by\u00a0a\u00a0change to\u00a0an individual area on\u00a0the whole.<\/p>\n Each stage requires specific actions to\u00a0be\u00a0performed. Some of these actions are of strategic nature, some are operational. They concern the goals to\u00a0be\u00a0defined for a\u00a0service, how to\u00a0manage it, design it, and implement it and how to\u00a0operate it for the benefit of the customer. The last phase of this cycle is the continual service improvement.<\/p>\n In\u00a0the context of what we\u00a0presented earlier on, ITIL is a\u00a0proven set of practices (guidelines) aimed at\u00a0the efficient, swift and relatively painless achievement of the optimal level of ITSM in\u00a0our organisation.<\/strong> ITIL is actually an ITSM framework. It stresses the responsibility, repeatability of actions, integration of IT throughout the organisation and workflow management. In\u00a0recent years, ITIL became a\u00a0standard in\u00a0our industry.<\/p>\n Nowadays, this IT service management approach is a\u00a0registered trademark of AXELOS, a\u00a0company that has several top solutions and respective publications and exams.<\/p>\n ITIL provides a\u00a0very streamlined and consistent set of IT service management best practices. ITIL includes a\u00a0common vocabulary of terms and a\u00a0fully described taxonomy of IT processes and relations between them. ITIL highlights the quality approach to\u00a0achieving business efficiency and efficient use of the IT systems.<\/p>\n ITIL is one of the many platforms facilitating the implementation of ITSM. ITIL includes certain recommendations for setting up the best practices in\u00a0our IT departments.<\/p>\n Though ITIL is the oldest, and thus the most often used IT service management practice, it is not the only structure an organisation can adopt.<\/p>\n Sure, there are other methods for ITSM. Also, other IT service management frameworks were gradually developed. These include the popular Microsoft Operations Framework, COBIT, DevOps and ISO 20000.<\/p>\n Thanks to\u00a0implementing ITSM with the use of solutions from Soflab Technology, your department may significantly improve the quality of services delivered and thus better respond to\u00a0the business needs and the requirements of customers and users.<\/p>\n A\u00a0complete IT Service Management solution allows, among others, improving and standardising processes, effectively managing IT services catalogue and lifecycle, IT automation and self-service, SLA management and much more.<\/p>\n Ubiquitous access to\u00a0Internet-enabled personal computers and mobile devices creates increasingly new IT solutions. As\u00a0many tools emerge, computerisation of customer handling processes is progressing with respect to\u00a0both the internal and the external customers.<\/p>\n Enough to\u00a0compare today\u2019s teleworking possibilities with those just over a\u00a0dozen years ago when this form of providing services was the privilege of typically freelance professionals, like graphic designers, programmers of journalists.<\/p>\n At\u00a0present, numerous types of professional activities may be\u00a0provided as\u00a0remote services, thus the number of distributed organisations where many processes take place away from the physical company locations is growing.<\/p>\n The scale of such services is also continually expanding, as\u00a0the business environment over the recent decade or\u00a0two has changed very much. The growth of information technology brought along not only new professions but also problems that until recently no\u00a0business had to\u00a0be\u00a0concerned with.<\/p>\n The way information services looked in\u00a0the 1990s in\u00a0no\u00a0way relates to\u00a0the present areas that these services concern. The change affects every area related to\u00a0broadly understood information technologies.<\/p>\n ITSM is a\u00a0response to\u00a0the need for efficiently providing information services in\u00a0organisations and facilitates their planning, delivery, and continual quality improvement. Thanks to\u00a0ITIL, a\u00a0proven method of the fulfillment of all the requirements concerning information systems management, we\u00a0may execute service management efficiently and using proven methods. <\/strong><\/p>\n Thanks to modern solutions supporting the entire ITSM process and with the use of the ITIL framework we are providing our IT services at continually improving level.\u00a0<\/strong><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" ITSM and ITIL are a\u00a0pair of terms (or\u00a0acronyms) that have been around for over a\u00a0dozen years in\u00a0the space related to\u00a0broadly understood IT industry. Often the terms are used interchangeably as\u00a0if there was an alternative involved. This is a\u00a0total misconception you should be\u00a0aware of. ITSM versus ITIL ITIL set of practices is a\u00a0streamlined and proven framework […]<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"What is ITSM?<\/h2>\n
\n
ITSM refers to\u00a0all activities related to\u00a0IT service management but from the perspective of the customer who is at\u00a0the focal point of all these activities. <\/strong><\/h3>\n
\n
What processes does ITSM support?<\/h2>\n
\n
Benefits of ITSM<\/h2>\n
ITSM versus DevOps<\/h3>\n
\n
![\"ITSM_PDCA-cycle\"](\"https:\/\/soflab.pl\/wp-content\/uploads\/2019\/05\/ITSM-cyklPDCA_EN.png\")
<\/p>\n![\"DevOps-scheme\"](\"https:\/\/soflab.pl\/wp-content\/uploads\/2019\/05\/obszary-DevOps_EN.png\")
<\/p>\nWhat is ITIL?<\/h2>\n
What IT service lifecycle stages does ITIL define?<\/h3>\n
\n
ITIL for whom?<\/h2>\n
ITIL versus ITSM<\/h2>\n
Other methods for ITSM<\/h2>\n
ITSM with Soflab Technology<\/h2>\n
Summary<\/h2>\n
ITSM and ITIL are a pair of terms (or acronyms) that have been around for over a dozen years in the space related to broadly understood IT industry. Often the terms are used interchangeably as if there was an alternative involved. This is a total misconception you should be aware of.<\/h2>\n
ITSM versus ITIL<\/h2>\nITIL set of practices is a streamlined and proven framework for IT service management<\/strong>, thus, a framework for \u2026 ITSM.\n\nThat\u2019s it: ITSM is a generic term for the management of all IT services in organisations.<\/strong> How we will sort and organise individual services, processes and the work of IT departments in our organisations is up to us. We may be arriving at improving these elements for many years and make many mistakes along the way.\n\nHowever, we choose to skip reinventing the wheel, leverage many years of experience of others and implement an efficient ITSM based on best practices, by implementing ITIL completely or in part.\n\nWhy only in part? We will try to explain it later.\n
What is ITSM?<\/h2>\nITSM<\/strong> stands for \u201cI<\/strong>nformation T<\/strong>echnology S<\/strong>ervice M<\/strong>anagement\u201d and describes matters concerning information systems management. Such systems consist not only of computer software and hardware, data processing, consulting and implementations but also include other IT services<\/a>.\n\nWhen providing IT services as an IT department we cater to the needs that include:\n
\n \t
ITSM refers to all activities related to IT service management but from the perspective of the customer who is at the focal point of all these activities. <\/strong><\/h3>\nThe official definition of ITIL\u00ae describes ITSM as a set of specialised organisational capabilities for providing value to customers in the form of services.<\/strong>\n\nThe IT service management name is used in many ways, but most ITSM definitions include elements like<\/strong>:\n
\n \t
Select the flexible ITSM tool that matches the scale and the needs of your organisation<\/strong><\/a><\/h3>\n
What processes does ITSM support?<\/h2>\nITSM principles cover the efficient support of key IT processes. These include:\n
\n \t
Benefits of ITSM<\/h2>\nOur team in the IT department becomes increasingly more aware of its role and responsibilities. We are reducing costs and maximising profits<\/strong> resulting from the integration of centralised service management areas.\n\nThanks to a correctly executed ITSM we are building the trust<\/strong> of our customers by supporting their key organisational goals instead of just focusing on pure technology management. However, implementing correct tools for the ITSM allows adding a new quality to the work of the IT departments.\n\nElements such as automation and centralisation of process management boost the speed of incident resolution, improve the performance and access to information is provided in real time.\n
ITSM versus DevOps<\/h3>\nIf you take the DevOps term seriously, remembering that it is a combination of \u201cdevelopment\u201d and \u201coperations\u201d, you will quickly reach the conclusion that DevOps makes a perfect fit for the ITSM model<\/strong>. The concepts are complementary as they assume an approach oriented at continual improvement and working in a dynamically changing environment.\n\nDevOps is the methodology of efficient work of teams that connects the IT maintenance professionals with the software development specialists. This methodology is no competition to ITSM but one of the ways to reach the ideal ITSM model.<\/strong>\n
Use our <\/strong>DevOps solutions<\/strong><\/a><\/h3>\nUnder ITSM we build a high-performance operational model based on the PDCA cycle, also referred to as the Deming Cycle.<\/strong> This cycle consists of activities that follow each other in a logical order:\n
\n \t
\n\nFig. 1. We create ITSM in a management model based on the PDCA cycle<\/em>\n\nThis whole iteration is not contrary to DevOps, it is consistent with it.<\/strong> DevOps supports the ITSM model in a way making it effective, fast and responsive to constantly changing requirements. DevOps is a kind of teamwork culture that creates a favorable environment for frequent changes while liberating from excessive bureaucracy, thus making ITSM easier.\n\n\n\nFig. 2. DevOps areas<\/em>\nWhat is ITIL?<\/h2>\nSince we have already clarified the meaning of the basic term that ITSM is, now we may move to the very popular acronym - ITIL (Information Technology Infrastructure Library) that has its roots in the late 1980s when a set of documents was produced that defined the IT service delivery for government agencies in the UK.\n\nITIL is an approach to IT service management based on a defined IT service lifecycle.<\/strong> Individual stages are assigned sets of practices and validated for dependencies and impact exerted by a change to an individual area on the whole.\n
What IT service lifecycle stages does ITIL define?<\/h3>\n
\n \t
ITIL for whom?<\/h2>\nITIL provides a very streamlined and consistent set of IT service management best practices. ITIL includes a common vocabulary of terms and a fully described taxonomy of IT processes and relations between them. ITIL highlights the quality approach to achieving business efficiency and efficient use of the IT systems.\n
ITIL versus ITSM<\/h2>\nITIL is one of the many platforms facilitating the implementation of ITSM. ITIL includes certain recommendations for setting up the best practices in our IT departments.\n\nThough ITIL is the oldest, and thus the most often used IT service management practice, it is not the only structure an organisation can adopt.\n
Other methods for ITSM<\/h2>\nSure, there are other methods for ITSM. Also, other IT service management frameworks were gradually developed. These include the popular Microsoft Operations Framework, COBIT, DevOps and ISO 20000.\n
ITSM with Soflab Technology<\/h2>\nThanks to implementing ITSM with the use of solutions from Soflab Technology, your department may significantly improve the quality of services delivered and thus better respond to the business needs and the requirements of customers and users.\n\nA complete IT Service Management solution allows, among others, improving and standardising processes, effectively managing IT services catalogue and lifecycle, IT automation and self-service, SLA management and much more.\n
Contact our representative to discuss how to improve <\/strong>ITSM in your organisation<\/strong><\/a><\/h3>\n
Summary<\/h2>\nUbiquitous access to Internet-enabled personal computers and mobile devices creates increasingly new IT solutions. As many tools emerge, computerisation of customer handling processes is progressing with respect to both the internal and the external customers.\n\nEnough to compare today\u2019s teleworking possibilities with those just over a dozen years ago when this form of providing services was the privilege of typically freelance professionals, like graphic designers, programmers of journalists.\n\nAt present, numerous types of professional activities may be provided as remote services, thus the number of distributed organisations where many processes take place away from the physical company locations is growing.\n\nThe scale of such services is also continually expanding, as the business environment over the recent decade or two has changed very much. The growth of information technology brought along not only new professions but also problems that until recently no business had to be concerned with.\n\nThe way information services looked in the 1990s in no way relates to the present areas that these services concern. The change affects every area related to broadly understood information technologies.\n\nITSM is a response to the need for efficiently providing information services in organisations and facilitates their planning, delivery, and continual quality improvement. Thanks to ITIL, a proven method of the fulfillment of all the requirements concerning information systems management, we may execute service management efficiently and using proven methods. <\/strong>\n\nThanks to modern solutions supporting the entire ITSM process and with the use of the ITIL framework we are providing our IT services at continually improving level. If this is of interest to you, please get in touch with our engineer<\/a> to select the solutions best matching your organisation\u2019s needs. <\/strong>","_et_gb_content_width":"","footnotes":""},"categories":[190],"tags":[],"class_list":["post-5201","post","type-post","status-publish","format-standard","hentry","category-news-en"],"yoast_head":"\n