IT service managment

IT services management (ITSM) is the strategy and approach to establishing and organization of IT service operation with the purpose of the most efficient solution of company business tasks.  

The concept of IT services management offers a new look at the organization of functioning of IT departments, procedure of management of these departments, methods to increase efficiency of the use of resources. In this case IT department is not department servicing IT infrastructure, but supplier of IT services to business departments of company.    

The following principles form the basis of ITSM:

	Business aims (for which achieving IT services are rendered) are the only one “differentiator” for selection of ITSM solution and its architecture
	Aims of service level management result from business aims and are completely coordinated with it
	Processes are determined for achieving of aims of service level management in corresponding organizational structure
	Organizational structure is selected according to aims of service level management and it acts according to determinations of processes
	Technology is determined and realized for support of organizational structure and models of processes

Advantages for business:

	Coordination of business and IT aims
	Quality improvement of rendered services
	Reduction of time for implementation of new services
	Optimization of the use of various internal services
	Determination of value of new services and their measurability
	Possibility to analyze transparent control of IT expenses
	Reliability and accessibility improvement of critically important IT resources

Advantages for IT:

	Establishing of adjusted mechanism of IT support and accompanying service operation aimed to needs of business departments
	Decrease of failure quantity in IT infrastructure
	Reduction of time for restoration of services
	Transition to proactive IT management, prevention of failures before their occurrence
	Controllability of IT infrastructure and processes of making of changes in operating IT systems