IT service management (ITSM) is a part of ISO stardard 20000 which refers to the entirety of activities that are directed by policies, organized and structured in processes and supporting procedures which can be performed by an organization or part of an organization to plan, design,deliver, operate and control IT services offered to customers.
The goal of every IT Service Management framework is to ensure that the right processes, people and technology are in place so that the organization can meet its business goals
IT service management is often equated with the Information Technology Infrastructure Library (ITIL), even though there are a variety of standards and frameworks contributing to the overall ITSM discipline.
ISO 20000 has 2 main parts under ITSM which enhances the quality of service both internally and externally,they are:
PART 1: Specifications(ISO/IEC 20000-1)- 2011
PART 2: Code of practice(ISO/IEC 20000-1)- 2012
Other frameworks for ITSM include, Business Process Framework, COBIT, FitSM, MOF and TOGAF (The Open Group Architecture Framework)
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Benefits of ITSM
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The content of infySEC syllabuses is regularly updated to ensure that it remains relevant and reflects the latest thinking in par with the scenario of current technology . However, as part of the latest review, the documents themselves have been given a fresh design.
FLOW OF ITSM COURSE
|1||IT Service Management (ITSM) Concepts|
|2||Introduction to IT Infrastructure Library|
|3||service management process requirements|
|4||Introduction to ISO 20000|
|5||Adopting the Plan, Do, Check, Act cycle to improve service|
|6||Preparing Business Case for ITSM Implementation|
|7||Service Delivery Processes|