Well performance IT service teams use organizational resources and follow repeatable procedures to deliver services across the organization. The repeatable procedures are referred to as practices, that make a valuable impact in the organization, bellow are a brief descriptions of these practices.
Service Request Management
A service is a way of delivering value to customers by facilitating outcomes that they want to achieve without the ownership of specific costs and risks. IT services can include anything from email and network connectivity to software applications and technical support.
Service Request Management is the process where a user submits a request for a new service. This could range from access to a specific service, the procurement of a new phone, or information. Along with the service desk, service requests are managed by the request fulfillment process. This ensures a streamlined and consistent approach to handling all service requests.
Within your growing organization, your teams are constantly providing various services to your customers, and to each other
Incident Management
An incident is an unplanned interruption or reduction in the quality of an IT service.
Incident Management is the process of restoring normal service operations as quickly as possible. This process is initiated in response to incidents and is used by development and IT Operations teams. The primary objective is to swiftly and effectively restore the service back to its operational state.
IT incident management is an area of IT service management (ITSM), helps keep an organization prepared for unexpected hardware, software and security failings, and it reduces the duration and severity of disruption from these events.
Problem Management
A problem is the underlying cause of one or more incidents.
Problem Management is a systematic process that focuses on identifying and addressing the root causes of incidents occurring in an IT service. The primary objective of this process is to proactively detect, analyze, and eliminate these causes. The goal is to keep incidents from happening again. It is a core component of ITSM frameworks.
Proactive problem management is about rooting out some of these “work surprises” and putting together a system and strategy for solving and preventing problems
Change Management
A change is the addition, modification, or removal of anything that could affect IT services.
Change Management ensures that if IT practices need to change, there are minimal disruptions to regularly scheduled business functions and services. You may also hear Change Management referred to as Change Enablement.
Change management (CM) refers to the systematic and strategic processes involved in facilitating organizational change within a company.
IT Asset Management
IT Asset Management (ITAM) is the process of tracking all IT-related assets (hardware, software, devices, and subscriptions) and managing the lifecycle of those assets. Essentially, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.
What’s the difference between Asset and Configuration Management?
- Asset Management focuses on the object’s value, ownership, licensing, and lifecycle.
- Configuration Management focuses on the utility, function, and availability of an object.
IT Asset Management (ITAM) is a discipline aimed at managing, controlling and optimizing the life cycle of an organization’s IT assets, as well as the availability of information about those IT assets.
Knowledge Management
Knowledge Management is the process of creating, curating, sharing, using, and managing knowledge across an organization. Examples are common resolutions to service requests or instructions on how to set up a new laptop.
In general, knowledge management is the process of creating and sharing knowledge thereby, maximising their potential that makes them intangible assets of the organisation.
On this post we walk through the main concepts of ITSM, I hope it helps you to improve your current processes and in somehow also it improve the performance of your team.
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