Written by Philip L Yuson
The main areas in IT service management are Service Support and Service Delivery. Within these areas are processes and a function.
Service Delivery is responsible for the overall quality of service. It is involved in management practices.
Service Support is the practice of disciplines that affect the day-to-day processes.
Service delivery processes are mainly focused on management processes. These are concerned with ensuring that the services delivered meet the user expectations.
Service Level Management
This process manages the definition of service level agreements with customers. It is responsible for communicating with customers on the results of the service delivered and also on the service expectations.
This is concerned with ensuring that availability service levels are defined and met. It looks at availability, reliability, serviceability and maintainability requirements and delivery.
This process ensures that capacity is available when needed. It uses performance logs and business requirements as inputs to determine capacity requirements.
IT Service Continuity Management (ITSCM)
This process ensures that IT services are delivered in the event of disaster. It includes disaster prevention, disaster recovery planning and testing.
Financial Management for IT
This process ensures that financial investments for IT resources are properly allocated and used. It looks at budgeting, accounting and charging mechanisms.
Service Management processes and function are concerned with day-to-day activities of IT.
The Service Desk is a function within Service Management. It is the central point of contact to and from the IT organization.
By default, it is the owner of all incidents.
Incidents are defined as events that affect normal delivery of IT services. This process is responsible for responding to incidents and ensuring that the service is restored to normal in the shortest possible time.
Incident Management is responsible for short term solutions to incidents. Problem Management is responsible for longer-term solutions to incidents or problems.
It is responsible for tracking problems from initiation to its resolution.
This process is responsible for ensuring that changes done to the infrastructure are authorized, tested and implemented in a structured manner. All changes to tracked assets go through this process. This process works works with Configuration Management.
This process is also responsible for planning and reviewing test results, installation and back out processes.
This process maintains the Configuration Management Database (CMBD). The CMDB contains information on all resources that have to be tracked. These include hardware, software and documents.
All changes to anything tracked in the CMDB should go through the change management process.
This process is responsible for the actual implementation of the changes to production. It also maintains the Definitive Software Library (DSL) and the Definitive Hardware Store (DHS).
The DSL is a repository of all software implemented in production.
The DHS is a repository of all spare hardware that may be needed in production.