ITSM Framework

by Kishan Tambralli

ITSM is known as a framework with a class of best procedures for providing wholesome IT-enabled services. It allows organizations and customers to provide cost-efficient IT service management; ITSM aims to provide organizations to accomplish their vision, mission, objectives with the right coalesce of techniques, technology, individuals, tactics, and growth one-stop-shop between the service provider and Individuals. ITSM directs the way IT services are administered and delivered

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ITIL framework

Brief Introduction and ITSM Service Lifecycle Framework:

In this epoch of technology, businesses, organizations, and industries depend on Information Technology to a limited degree or completely. There are millions of companies globally assisting other organizations using their IT resources. It allows IT infrastructure to be used by organizations in business change, transformation, and strategic assets. For instance, know-how, processes, and developments play a significant function in accomplishing the businesses' goals and objectives. Similarly, the objective of ITSM is to assist businesses by providing value IT assistance. It is a structure for managing technical processes that focuses on efficient but successful enhancements and upgrades.

The paradigm framework has shown by a circular chart of stripes arrow forms. The circular round shape represents a continuous improvement in the overall template. The linking nodes relate to each segment sub-process. This model assists organizations and presents the value of business improvement by utilization of IT facilities.

Information Technology Infrastructure Library structure includes five prominent stages as a part of the service process. Every set includes a group of procedures or functions consistent with the form of the IT organization. Any of these procedures that are acceptable for their teams are implemented by businesses. Thus, in terms of adoption, ITSM is versatile. The 5 stages of the ITSM service lifecycle framework are mentioned below:

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ITIL Framework


  1. Service Strategy: Assists businesses to establish business goals and formulate strategies to meet customer needs and priorities.
  2.  Service Operation: The service management ensures that day-to-day operating activities are smooth and is responsible for controlling infrastructure and facilities associated with the application. This helps companies to comply with the needs and priorities of consumers.
  3.  Continual Service Improvement: This is an aspect of quality management aimed at continuous process improvement in a gradual manner. This occurs in the lifecycle of service.
  4. Service Design: It comprises designing processes and functionalities, as this covers the designing of service management processes, technology, facilities, and products.
  5. Service Transition: It focuses on preserving the current state of operation while utilizing recent company improvements. It ensures that risk and effect are under control so that any ongoing programmers are not disrupted.

ITSM Principle Concepts:

As part of the service lifecycle, the ITSM framework consists of five phases. Each phase comprises a class of processes coordinated with the structure of the IT organization. Thus, in terms of adoption, ITSM is flexible. The following stages of the ITSM service lifecycle are:

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ITSM, IT Service Life cycle

1. ITSM Change Management: On a daily routine basis, businesses carry out new projects or applications. Risk and effect must be investigated. Change approvals are prepared based on risk and effects, involving all relevant shareholders. Every detail of the change required for better monitoring and audit is recorded by change management. Change management is important for any business or organization to deploy recent changes without any downtime Post changes successfully; a check is done to keep things in control.

2. ITSM Incident Management: Without any interruption, business users hope for smooth business activities. In fact, it is a major challenge to accomplish with the sophisticated infrastructure parts and applications accessible. The vigorous incident to management approach deflects redundant tickets and also eliminates the occurrence of major incidents. Automation manages ticket categorization and tasks thus; service officers concentrate on higher priorities. ITSM Incident Management work in close collaboration with the Configuration Management Database to connect the incident-related assets.

3. ITSM Problem Management: Problem Management manages frequent concerns to examine the underlying cause and establish a permanent solution. The underlying cause is reviewed by the project manager who recommends a temporary solution unless a permanent solution is published. ITSM Problem Management is adopted by many businesses to avoid any potential damage caused by major breaks and assure service accessibility. To allocate clear duties and responsibilities, it is advisable to grasp and comprehend the incident and issue management distinction.

Benefits of Implementing ITSM Framework to Business:

ITSM has various benefits to Information Technology, businesses, and organizations. ITSM serves as a driver for successful IT Service Management. Some of the advantages below are:

  1. Enhanced Service quality
  2. Optimization of Costs
  3. Higher satisfaction among customers
  4. Better management of Risks.