Information Technology Managed Services
Applications built around Information Technology (IT) are used all day long, in some form or another and IT systems are primarily observed as a set of services. – Krisztina Erdelyi, University of Obuda, Hungary
Customers see and assess IT more and more through the services provided and are not interested in knowing how and what types of devices are operated to implement this service. However, from the operator’s point of view, it is important that the expected service is guaranteed to be of the specified quality and, in the event of an incident, restored as quickly as possible; In addition, they must be able to control the operation process to achieve service objectives.
IT service management or it service support management (ITSM or ITSSM) refers to the implementation and management of quality IT services that meet business needs. Information Technology service management is carried out by IT service providers through the right combination of people, processes and information technology. IT service providers are no longer able to focus on technology and their internal organization; they must now consider the quality of service they provide and focus on customer relationships.
ITSM is also seen as a practice of outsourcing daily IT management responsibilities as a strategic method for improving operations. This can include outsourced production support and lifecycle build / maintenance activities. The essence of service management is the act of turning resources into valuable services. This assists in understanding the services provided, ensuring that the services actually facilitate outcomes, understanding the value of the services offered and managing all costs and risks associated with the services. Today’s CEOs face the challenge of meeting increasing business demands as their budgets shrink and technology becomes increasingly complex and expensive. The biggest challenge for IT executive managers is to work closely with business managers so that the highest quality products are provided. What are their requirements?
Some of their focus needs are listed below:
- Availability of application infrastructure for end users
- Information Technology Strategy utilizes existing infrastructure
- Simplified vendor management
- Compliance with corporate governance
- Improve IT operations for business growth
- Ability to manage cutting-edge technology
- Create IT value potential instead of just managing costs
To meet the specifications, many frameworks were developed for implementing IT service management such as compiling best practices, helping IT managers to understand the relationship between business and IT, providing guidance on implementing, implementing, and measuring IT processes. Prime examples are the Microsoft Operations Framework (MOF) and the Information Technology Infrastructure Library (ITIL).