{"id":6953,"date":"2020-09-23T15:52:00","date_gmt":"2020-09-23T13:52:00","guid":{"rendered":"https:\/\/soflab.pl\/co-to-jest-itsm-i-czym-sie-rozni-od-itil\/"},"modified":"2023-01-25T16:09:28","modified_gmt":"2023-01-25T15:09:28","slug":"co-to-jest-itsm-i-czym-sie-rozni-od-itil","status":"publish","type":"post","link":"https:\/\/soflab.pl\/en\/itsm-en\/co-to-jest-itsm-i-czym-sie-rozni-od-itil\/","title":{"rendered":"What is ITSM and how does it differ from ITIL?"},"content":{"rendered":"[et_pb_section fb_built=&#8221;1&#8243; admin_label=&#8221;section&#8221; _builder_version=&#8221;4.16&#8243; da_disable_devices=&#8221;off|off|off&#8221; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row admin_label=&#8221;row&#8221; _builder_version=&#8221;4.16&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221; theme_builder_area=&#8221;post_content&#8221;][et_pb_text admin_label=&#8221;Text&#8221; _builder_version=&#8221;4.18.1&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; hover_enabled=&#8221;0&#8243; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221; sticky_enabled=&#8221;0&#8243;]<strong>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.<\/strong>\n\n\n\n\n<h2 class=\"wp-block-heading\">ITSM versus ITIL<\/h2>\n\n\n<strong>ITIL set of practices is a streamlined and proven framework for IT service management<\/strong>, thus, a framework for \u2026 ITSM.\n\n\n\nThat\u2019s it: <strong>ITSM is a generic term for<\/strong>\u00a0<strong>the management of all IT services in organisations.<\/strong>\u00a0How 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\n\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\n\n\nWhy only in part? We will try to explain it later.\n\n\n\n\n<h2 class=\"wp-block-heading\">What is ITSM?<\/h2>\n\n\n<strong>ITSM<\/strong>\u00a0stands for \u201c<strong>I<\/strong>nformation <strong>T<\/strong>echnology <strong>S<\/strong>ervice <strong>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 <a href=\"https:\/\/soflab.pl\/en\/implementation\/\">IT services<\/a>.\n\n\n\nWhen providing IT services as an IT department we cater to the needs that include:\n\n\n\n\n<ul class=\"wp-block-list\">\n\t<li>maintenance and repairs of computers and peripherals<\/li>\n\t<li>data recovery, particularly after breakdowns<\/li>\n\t<li>data processing services<\/li>\n\t<li>hardware resources and software in use management<\/li>\n\t<li>analysing, designing and developing complete systems<\/li>\n\t<li>documentation and software use licenses<\/li>\n\t<li>systems maintenance<\/li>\n\t<li>training services<\/li>\n\t<li>web server administration services<\/li>\n<\/ul>\n\n\n<strong>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>\n\n\n\nThe official definition of ITIL\u00ae describes ITSM as a\u00a0<strong>set of specialised organisational capabilities for providing value to customers in the form of services.<\/strong>\n\n\n\nThe IT service management name is used in many ways, but most<strong>\u00a0ITSM definitions include elements like<\/strong>:\n\n\n\n\n<ul class=\"wp-block-list\">\n\t<li><strong>description of processes<\/strong>\u00a0required for IT service delivery and support to the customer,<\/li>\n\t<li><strong>definition of roles and responsibilities<\/strong>\u00a0of people involved in service management, including IT staff, customers and others concerned by IT services,<\/li>\n\t<li><strong>delivery and support for technologies or products<\/strong>\u00a0required by the company to achieve its key business and organisational goals,<\/li>\n\t<li><strong>managing the internal suppliers (partners)<\/strong>\u00a0involved in delivery of and support for technologies, products and services.<\/li>\n<\/ul>\n\n\nThe basic aspect of ITSM it to orient the complex IT infrastructure management processes so as to ensure the best fulfilment of customer needs. There are specialised systems suppliers for ITSM who supply various ITSM support solutions to the market.\n\n\n\nThe selection of these tools is the key to the management process for our ITSM to be high-performance and customer-oriented. We must stay up to date, thus improving the processes, measuring performance, delivering value to customers in the possibly shortest time and keep improving the IT services and infrastructure. All with the goal to achieve the highest effectiveness, performance and profitability.\n\n\n\n<a href=\"https:\/\/soflab.pl\/en\/itsm\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Select the flexible ITSM tool that matches the scale and the needs of your organisation.<\/strong><\/a>\n\n\n\n\n<h2 class=\"wp-block-heading\">What processes does ITSM support?<\/h2>\n\n\nITSM principles cover the efficient support of key IT processes. These include:\n\n\n\n\n<ul class=\"wp-block-list\">\n\t<li>Incident Management<\/li>\n\t<li>Problem Management<\/li>\n\t<li>Change Management<\/li>\n\t<li>Service Level Management<\/li>\n\t<li>Asset Management<\/li>\n\t<li>Service Catalogue Management<\/li>\n\t<li>Service Asset &amp; Configuration Management<\/li>\n\t<li>Knowledge Management<\/li>\n<\/ul>\n\n\nThe use of proper ITSM support tools allows for adding a new quality to the work of IT departments. Automation and centralisation of process management boost the speed of incident resolution, improves the performance, and the access to information is provided in real time.\n\n\n\n\n<h2 class=\"wp-block-heading\">Benefits of ITSM<\/h2>\n\n\nOur team in the IT department becomes increasingly more aware of its role and responsibilities.\u00a0<strong>We are reducing costs and maximising profits<\/strong>\u00a0resulting from the integration of centralised service management areas.\n\n\n\nThanks to a correctly executed ITSM we are\u00a0<strong>building the trust<\/strong>\u00a0of our customers by supporting their key organisational goals instead of just focusing on pure technology management. However, <strong>implementing correct tools for the ITSM allows adding a new quality to the work of the IT departments.<\/strong>\n\n\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\n\n\n\n<h3 class=\"wp-block-heading\">ITSM versus DevOps<\/h3>\n\n\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\u00a0<strong>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\n\n\nDevOps is the methodology of efficient work of teams that connects the IT maintenance professionals with the software development specialists.\u00a0<strong>This methodology is no competition to ITSM but one of the ways to reach the ideal ITSM model.<\/strong>\n\n\n\n\n<h3 class=\"wp-block-heading\"><a href=\"https:\/\/soflab.pl\/en\/itsm\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Use our\u00a0<\/strong><strong>DevOps solutions<\/strong><\/a><\/h3>\n\n\nUnder ITSM\u00a0<strong>we build a high-performance operational model based on the PDCA cycle, also referred to as the Deming Cycle.<\/strong>\u00a0This cycle consists of activities that follow each other in a logical order:\n\n\n\n\n<ol class=\"wp-block-list\">\n\t<li><strong>PLAN:<\/strong>\u00a0plan a better way of doing things, a better method.<\/li>\n\t<li><strong>DO:<\/strong>\u00a0implement the plan to test it.<\/li>\n\t<li><strong>CHECK:<\/strong>\u00a0assess if the new way of doing things actually brings better results.<\/li>\n\t<li><strong>ACT:<\/strong>\u00a0if the new way of doing things brings better results, consider it a standard (binding procedure), implement it and monitor its use.<\/li>\n<\/ol>\n\n\n\n\n<figure class=\"wp-block-image size-full is-style-default\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/ITSM-cyklPDCA_EN-1024x576-1.png\" alt=\"\" class=\"wp-image-6956\" srcset=\"https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/ITSM-cyklPDCA_EN-1024x576-1.png 1024w, https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/ITSM-cyklPDCA_EN-1024x576-1-980x551.png 980w, https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/ITSM-cyklPDCA_EN-1024x576-1-480x270.png 480w\" sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) 1024px, 100vw\" \/><\/figure>\n\n<em>Fig. 1. We create ITSM in a management model based on the PDCA cycle<\/em>\n\n\n\n<strong>This whole iteration is not contrary to DevOps, it is consistent with it.<\/strong>\u00a0DevOps 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\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/obszary-DevOps_EN-1024x576-1.png\" alt=\"\" class=\"wp-image-6958\" srcset=\"https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/obszary-DevOps_EN-1024x576-1.png 1024w, https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/obszary-DevOps_EN-1024x576-1-980x551.png 980w, https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/obszary-DevOps_EN-1024x576-1-480x270.png 480w\" sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) 1024px, 100vw\" \/><\/figure>\n\n<em><em>Fig. 2. DevOps areas<\/em><\/em>\n\n\n\n\n<h2 class=\"wp-block-heading\">What is ITIL?<\/h2>\n\n\nSince we have already clarified the meaning of the basic term that ITSM is, now we may move to the very popular acronym \u2013 <strong>ITIL<\/strong> (<strong>I<\/strong>nformation <strong>T<\/strong>echnology <strong>I<\/strong>nfrastructure <strong>L<\/strong>ibrary) 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\n\n\n<strong>ITIL is an approach to IT service management based on a defined IT service lifecycle.<\/strong>\u00a0Individual stages are assigned sets of practices and validated for dependencies and impact exerted by a change to an individual area on the whole.\n\n\n\n\n<h3 class=\"wp-block-heading\">What IT service lifecycle stages does ITIL define?<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n\t<li>Service strategy<\/li>\n\t<li>Service design<\/li>\n\t<li>Service transition<\/li>\n\t<li>Service operation<\/li>\n\t<li>Continual service improvement<\/li>\n<\/ul>\n\n\nEach stage requires specific actions to be performed. Some of these actions are of strategic nature, some are operational. They concern the goals to be defined for a service, how to manage it, design it, and implement it and how to operate it for the benefit of the customer. The last phase of this cycle is the continual service improvement.\n\n\n\n<strong>In the context of what we presented earlier on, ITIL is a proven set of practices (guidelines) aimed at the efficient, swift and relatively painless achievement of the optimal level of ITSM in our organisation.<\/strong>\u00a0ITIL is actually an ITSM framework. It stresses the responsibility, repeatability of actions, integration of IT throughout the organisation and workflow management. In recent years, ITIL became a standard in our industry.\n\n\n\nNowadays, this IT service management approach is a registered trademark of AXELOS, a company that has several top solutions and respective publications and exams.\n\n\n\n\n<h2 class=\"wp-block-heading\">ITIL for whom?<\/h2>\n\n\n<strong>ITIL provides a very streamlined and consistent set of IT service management best practices.<\/strong> 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\n\n\n\n<h2 class=\"wp-block-heading\">ITIL versus ITSM<\/h2>\n\n\n<strong>ITIL is one of the many platforms facilitating the implementation of ITSM.<\/strong> ITIL includes certain recommendations for setting up the best practices in our IT departments.\n\n\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\n\n\n\n<h2 class=\"wp-block-heading\">Other methods for ITSM<\/h2>\n\n\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\n\n\n\n<h2 class=\"wp-block-heading\">ITSM with Soflab Technology<\/h2>\n\n\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\n\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\n\n\n<strong>Contact our representative to discuss how to improve\u00a0ITSM in your organisation.<\/strong>\n\n\n\n\n<h2 class=\"wp-block-heading\">Summary<\/h2>\n\n\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\n\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\n\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\n\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\n\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\n\n\n<strong>ITSM 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\n\n\n<strong>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. If this is of interest to you, please get in touch with our engineer\u00a0to select the solutions best matching your organisation\u2019s needs.<\/strong>\n\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]","protected":false},"excerpt":{"rendered":"<p>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. ITSM versus ITIL ITIL [&hellip;]<\/p>\n","protected":false},"author":23,"featured_media":6639,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"<!-- wp:paragraph -->\n<p><strong>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.<\/strong><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>ITSM versus ITIL<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p><strong>ITIL set of practices is a streamlined and proven framework for IT service management<\/strong>, thus, a framework for \u2026 ITSM.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>That\u2019s it: <strong>ITSM is a generic term for<\/strong>&nbsp;<strong>the management of all IT services in organisations.<\/strong>&nbsp;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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>However, 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>Why only in part? We will try to explain it later.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>What is ITSM?<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p><strong>ITSM<\/strong>&nbsp;stands for \u201c<strong>I<\/strong>nformation <strong>T<\/strong>echnology <strong>S<\/strong>ervice <strong>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&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/soflab.pl\/en\/our-services\/\" target=\"_blank\">IT services<\/a>.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>When providing IT services as an IT department we cater to the needs that include:<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:list -->\n<ul><li>maintenance and repairs of computers and peripherals<\/li><li>data recovery, particularly after breakdowns<\/li><li>data processing services<\/li><li>hardware resources and software in use management<\/li><li>analysing, designing and developing complete systems<\/li><li>documentation and software use licenses<\/li><li>systems maintenance<\/li><li>training services<\/li><li>web server administration services<\/li><\/ul>\n<!-- \/wp:list -->\n\n<!-- wp:paragraph -->\n<p><strong>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><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>The official definition of ITIL\u00ae describes ITSM as a&nbsp;<strong>set of specialised organisational capabilities for providing value to customers in the form of services.<\/strong><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>The IT service management name is used in many ways, but most<strong>&nbsp;ITSM definitions include elements like<\/strong>:<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:list -->\n<ul><li><strong>description of processes<\/strong>&nbsp;required for IT service delivery and support to the customer,<\/li><li><strong>definition of roles and responsibilities<\/strong>&nbsp;of people involved in service management, including IT staff, customers and others concerned by IT services,<\/li><li><strong>delivery and support for technologies or products<\/strong>&nbsp;required by the company to achieve its key business and organisational goals,<\/li><li><strong>managing the internal suppliers (partners)<\/strong>&nbsp;involved in delivery of and support for technologies, products and services.<\/li><\/ul>\n<!-- \/wp:list -->\n\n<!-- wp:paragraph -->\n<p>The basic aspect of ITSM it to orient the complex IT infrastructure management processes so as to ensure the best fulfilment of customer needs. There are specialised systems suppliers for ITSM who supply various ITSM support solutions to the market.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>The selection of these tools is the key to the management process for our ITSM to be high-performance and customer-oriented. We must stay up to date, thus improving the processes, measuring performance, delivering value to customers in the possibly shortest time and keep improving the IT services and infrastructure. All with the goal to achieve the highest effectiveness, performance and profitability.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><a href=\"https:\/\/itsm.soflab.pl\/en\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Select the flexible ITSM tool that matches the scale and the needs of your organisation.<\/strong><\/a><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>What processes does ITSM support?<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p>ITSM principles cover the efficient support of key IT processes. These include:<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:list -->\n<ul><li>Incident Management<\/li><li>Problem Management<\/li><li>Change Management<\/li><li>Service Level Management<\/li><li>Asset Management<\/li><li>Service Catalogue Management<\/li><li>Service Asset &amp; Configuration Management<\/li><li>Knowledge Management<\/li><\/ul>\n<!-- \/wp:list -->\n\n<!-- wp:paragraph -->\n<p>The use of proper ITSM support tools allows for adding a new quality to the work of IT departments. Automation and centralisation of process management boost the speed of incident resolution, improves the performance, and the access to information is provided in real time.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>Benefits of ITSM<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p>Our team in the IT department becomes increasingly more aware of its role and responsibilities.&nbsp;<strong>We are reducing costs and maximising profits<\/strong>&nbsp;resulting from the integration of centralised service management areas.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>Thanks to a correctly executed ITSM we are&nbsp;<strong>building the trust<\/strong>&nbsp;of our customers by supporting their key organisational goals instead of just focusing on pure technology management. However, <strong>implementing correct tools for the ITSM allows adding a new quality to the work of the IT departments.<\/strong><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>Elements 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading {\"level\":3} -->\n<h3>ITSM versus DevOps<\/h3>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p>If 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&nbsp;<strong>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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>DevOps is the methodology of efficient work of teams that connects the IT maintenance professionals with the software development specialists.&nbsp;<strong>This methodology is no competition to ITSM but one of the ways to reach the ideal ITSM model.<\/strong><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading {\"level\":3} -->\n<h3><a href=\"https:\/\/itsm.soflab.pl\/en\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Use our&nbsp;<\/strong><strong>DevOps solutions<\/strong><\/a><\/h3>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p>Under ITSM&nbsp;<strong>we build a high-performance operational model based on the PDCA cycle, also referred to as the Deming Cycle.<\/strong>&nbsp;This cycle consists of activities that follow each other in a logical order:<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:list {\"ordered\":true} -->\n<ol><li><strong>PLAN:<\/strong>&nbsp;plan a better way of doing things, a better method.<\/li><li><strong>DO:<\/strong>&nbsp;implement the plan to test it.<\/li><li><strong>CHECK:<\/strong>&nbsp;assess if the new way of doing things actually brings better results.<\/li><li><strong>ACT:<\/strong>&nbsp;if the new way of doing things brings better results, consider it a standard (binding procedure), implement it and monitor its use.<\/li><\/ol>\n<!-- \/wp:list -->\n\n<!-- wp:image {\"id\":6956,\"sizeSlug\":\"full\",\"linkDestination\":\"none\",\"className\":\"is-style-default\"} -->\n<figure class=\"wp-block-image size-full is-style-default\"><img src=\"https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/ITSM-cyklPDCA_EN-1024x576-1.png\" alt=\"\" class=\"wp-image-6956\"\/><\/figure>\n<!-- \/wp:image -->\n\n<!-- wp:paragraph -->\n<p><em>Fig. 1. We create ITSM in a management model based on the PDCA cycle<\/em><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><strong>This whole iteration is not contrary to DevOps, it is consistent with it.<\/strong>&nbsp;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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:image {\"id\":6958,\"sizeSlug\":\"full\",\"linkDestination\":\"none\"} -->\n<figure class=\"wp-block-image size-full\"><img src=\"https:\/\/soflab.pl\/wp-content\/uploads\/2021\/09\/obszary-DevOps_EN-1024x576-1.png\" alt=\"\" class=\"wp-image-6958\"\/><\/figure>\n<!-- \/wp:image -->\n\n<!-- wp:paragraph -->\n<p><em><em>Fig. 2. DevOps areas<\/em><\/em><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>What is ITIL?<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p>Since we have already clarified the meaning of the basic term that ITSM is, now we may move to the very popular acronym \u2013 <strong>ITIL<\/strong> (<strong>I<\/strong>nformation <strong>T<\/strong>echnology <strong>I<\/strong>nfrastructure <strong>L<\/strong>ibrary) 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><strong>ITIL is an approach to IT service management based on a defined IT service lifecycle.<\/strong>&nbsp;Individual stages are assigned sets of practices and validated for dependencies and impact exerted by a change to an individual area on the whole.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading {\"level\":3} -->\n<h3>What IT service lifecycle stages does ITIL define?<\/h3>\n<!-- \/wp:heading -->\n\n<!-- wp:list -->\n<ul><li>Service strategy<\/li><li>Service design<\/li><li>Service transition<\/li><li>Service operation<\/li><li>Continual service improvement<\/li><\/ul>\n<!-- \/wp:list -->\n\n<!-- wp:paragraph -->\n<p>Each stage requires specific actions to be performed. Some of these actions are of strategic nature, some are operational. They concern the goals to be defined for a service, how to manage it, design it, and implement it and how to operate it for the benefit of the customer. The last phase of this cycle is the continual service improvement.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><strong>In the context of what we presented earlier on, ITIL is a proven set of practices (guidelines) aimed at the efficient, swift and relatively painless achievement of the optimal level of ITSM in our organisation.<\/strong>&nbsp;ITIL is actually an ITSM framework. It stresses the responsibility, repeatability of actions, integration of IT throughout the organisation and workflow management. In recent years, ITIL became a standard in our industry.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>Nowadays, this IT service management approach is a registered trademark of AXELOS, a company that has several top solutions and respective publications and exams.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>ITIL for whom?<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p><strong>ITIL provides a very streamlined and consistent set of IT service management best practices.<\/strong> 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>ITIL versus ITSM<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p><strong>ITIL is one of the many platforms facilitating the implementation of ITSM.<\/strong> ITIL includes certain recommendations for setting up the best practices in our IT departments.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>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<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>Other methods for ITSM<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p>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<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>ITSM with Soflab Technology<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p>Thanks 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>A 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><a href=\"mailto:oferta.itsm@soflab.pl\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Contact our representative to discuss how to improve&nbsp;ITSM in your organisation.<\/strong><\/a><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:heading -->\n<h2>Summary<\/h2>\n<!-- \/wp:heading -->\n\n<!-- wp:paragraph -->\n<p>Ubiquitous 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>Enough 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>At 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>The 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>The 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.<\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><strong>ITSM 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><\/p>\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><strong>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. If this is of interest to you, please&nbsp;<a href=\"mailto:oferta.itsm@soflab.pl\" target=\"_blank\" rel=\"noreferrer noopener\">get in touch with our engineer<\/a>&nbsp;to select the solutions best matching your organisation\u2019s needs.<\/strong><\/p>\n<!-- \/wp:paragraph -->","_et_gb_content_width":"","footnotes":""},"categories":[184],"tags":[193,194,191,192,195],"class_list":["post-6953","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itsm-en","tag-axelos-en","tag-devops-en","tag-itil-en","tag-itsm-en","tag-sla-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What is ITSM and how does it differ from ITIL? | Soflab Technology<\/title>\n<meta name=\"description\" content=\"ITIL i ITSM. Zbi\u00f3r praktyk ITIL to usystematyzowana i sprawdzona metoda do zarz\u0105dzania us\u0142ugami IT. 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