Commonly referred to as ITSM, IT Service Management can be loosely translated to mean the entire activities that a firm is involved in with the aim of controlling the information technology that the clients receive. Some of the activities that the firm does to ensure this include organizing and designing, planning, delivering and even controlling the information reaching the clients. Therefore IT Service Management is involved in the duty of implementing the IT services provided to the clients and tailoring them to meet the needs of the clients. The IT Service Management also uses the service desks and help desks which are an entity of the IT to enhance the communication network between a firm and their clients.
About IT Service Management
This is an independent discipline but it still is tied to other approaches for management. There are some frameworks that the ITSM borrows some of its principles from including the MOF, FitSM and even COBIT. These frameworks are also independent of the ITSM but their working principles between these frameworks resemble that of the IT Service Management. The main purpose of IT Service Management in a firm include the following;
Facilitating the exchange of ideas among the available frameworks in the firm. The ideas can be either from the employees of the firm, the clients and eve other stakeholders.
Organizing workshops and conferences are also the duties of the ITSM in a firm.
Another major function of the ITSM is the translating of the documents in the framework to the required languages and publishing the guides for translation.
The ITIL (Information Technology Infrastructure Library) is considered as equal to the ITSM because they perform almost similar functions, even though the ITSM is considered superior to the ITIL.
Other types of frameworks
The IT Service Management derives some of its working principles from frameworks that are different from it but perform almost the same functions. Some of the frameworks that the ITSM derives its principles include the following:
This initials represent the Control Objectives for Information and Related Technologies. This is a framework of governing the IT. The specific function of this framework is controlling the firm objectives among other aspects that relate to the development of the firm.
This is a framework that is able to regulate and manage the services being offered to the clients and other shareholders of the firm.
Microsoft Operation Framework, MOF
The major functions if this framework in a firm include providing a framework for management of the services provided by the firm to the clients. Another major function of this framework is to provide guidance on the services being provided by the firm.
Relationship between ITSM and service desk
The service desk can be defined as a communication center between the management of the firm and other stakeholders of the firm. The service desk is a function of IT with its main intention being to provide a point of contact between the management and other stakeholders of the firm. This means that it is a tool used by the firm to communicate to its clients and vice versa. The clients are able to present their complaints, incidences and suggestions to the management of the firm.
The service desk is also important in the facilitating of other processes like licensing of insurance and also allows the clients to make changes to their requests. A help desk is considered a different entity from the service desk. The help desk has lesser capabilities as compared the service desk.
The main purpose of the IT Service Management framework is to enhance communication between the various aspects of a firm. Some of the activities and procedures that are used by the ITSM have been borrowed from other independent frameworks. The IT Service Management also involves the use of the service desk and help desks in the running of their normal operations. These two have the major function of acting as a point of communication between the firm and other stakeholders like the clients and employees.
Information about the activities of the firm can be availed to the clients and other stakeholders and vice versa. The clients are able to give their suggestions and complaints o the management of the firm via the service and help desks.