ITSM | ITSM Framework | Service Management

by Maya G

Prologue to Service Management:

Service management is a customer-oriented approach to providing information technology. Service management concentrates on giving value to its clients and customers, thus building customer relationships. It provides a work plan process to arrange IT-related activities and their IT professionals' interrelationship with clients and end-users.

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ITSM, IT Service Management, Service Management


Services are consistent, ready deliverable that is of value to the user. Services provide users to do business without any disruptions about base technology.

Services should evolve to meet customer needs regularly and react to technological changes and advancements. The service process has a general system that is utilized to distinguish, decide, regulate ad withdraw IT services.

Service management:

Defining services is the essential key element to service management. The definition of service management includes the client and the service provider. Portray services and educate the users/customers about the service range and its functionalities. It does not have its eligibility, service confinements, cost, request of the service, and induce help. A characterized service recognizes internal processes that are required to supply and bolster the service.

What is ITSM?

IT service management incorporates all the methods an organization carries out to an end-user ITSM contains administration of frameworks that give the users esteem. It is concerned with executing IT services that meet the needs of the customers. An IT Service Company operates it by utilizing a set of methodologies that are organized into a process.

Important aims of IT Service Management:

  • To verify and scrutinize and determine the present IT foundation, administrations, and operations.
  • To develop administration practices that are cutting edge in nature.
  • To create a work that updates the state of the business.
  • To make step by step strategy of the work plan.

Importance of IT Service Management:

IT Service Management addresses the below-mentioned areas:

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ITSM, ITSM framework, Service Management


  1. Services: IT Service Management can be operated with IT applications, procedures, and hardware.
  2. Quality: The services' quality can be enhanced, and IT issues are resolved effectively and efficiently.
  3. Cost: Execution of ITSM can keep costs under control and within budget.
  4. Business: ITSM empowers an organization to focus on core proficiencies to attain its business goals and objectives.
  5. End Users: The end-users and the customers are also benefitted.

ITSM Frameworks:

The standard ITSM system which is utilized to assist an organization meets its goals are:

ITIL is a vital component of the ITSM system, and the two terms are utilized at the same time. ITIL's controlling body is Axelos, it is a joint venture between the Government of the United Kingdom and Capita, and 5 phases are included in this, as seen below:

  • Service draft design
  • Service transformation
  • Service approaches.
  • Persistent service enhancement.


Control objectives for data and Related Innovations are a framework for IT management that is utilized to build up, actualize, supervise, and upgrade hones related to IT administration and organization. The IT administration Institute and the Data Frameworks Review and Control Affiliation are the publishing firm of COBIT.

The five primary basics for administration and administration of venture IT on which COBIT is laid are:

  • Meeting the needs of the stakeholder.
  • Covering the firm end-to-end•
  • Applying a single, integrated framework.
  • Enabling a comprehensive and widespread approach
  • Separating authority from management.

2.Sestet Sigma:

This definition is for management that seeks to improve product characteristics by assessing the deficiencies and removing them correctly until zero flaws exist. It involves setting extremely high goals, gathering information, and reviewing the findings to an acceptable degree to reduce product and service defects.

The Six Sigma approach is developed using the processes DMAIC and DMADV.


  • Defining: Evaluate project goals.
  • Measure: Consider the value reported.
  • Analyze: determine the root causes of the shortcomings.
  • Improve Design of defect removal methods.
  • Control: Monitor process efficiency in the future.


  • Define: Describe priorities for the project.
  • Measure: Consider the value reported.
  • Analyze: identify the root cause of the defects.
  • Design: Build a process that meets consumer needs and expectations.
  • Verify: Ensure that the process meets consumer requirements and expectations and works properly.

3.ISO/IEC 20000:


This is a global model structure for the management and delivery of IT services that accurately represent an ITSM system's minimum requirements. Compliance with an organization’s service management system to ISO may be checked, and the organization may achieve the ISO / IEC 20000 for its service management process. The British Standards Institutions (BSI) developed the ISO / IEC 20000, an organization for international testing and certification.

4.System for Operations at Microsoft:

This system has a collection of 23 documents that IT professionals use to guide inefficient and cost-effective development, implementation, and monitoring of services. The Microsoft Operations System is a successor to ITIL. It provides recommendations for the entire lifecycle of IT services from the start of the idea to its end.

 5.Implementation of ITSM framework:

The ITSM framework is implemented using a 5-step paradigm, which consists of the following listed below:

  • Assessment
  • Design
  • Planning
  • Implementation and
  • Support
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ITSM Benefits for Information Technology:

  • It provides a detailed overview of company specifications.
  • This method is repeatable and quantifiable.
  • It provides a collection of responsibilities and specified functions.
  • The application of the ITSM findings leads to improved efficiency.
  • End customers are happy with the service since it delivers realistic aspirations to them.
  • It will avoid these problems until they occur.
  • It can recognize the problems of a recurring nature and fix questions and concerns to them.

 ITSM Company Profits:

  • The IT department will adapt rapidly to changes and industry developments.
  • The accessibility and efficiency of IT service to employees are improved, which helps them be more efficient.