IT
Service Management is performed by IT service providers through people, process
and information technology.
ITSM
is process-focused and has ties and common interests with process improvement
frameworks and methodologies (e.g., TQM, Six Sigma, business process
management, CMMI). The discipline is not concerned with the details of how to
use a particular vendor's product, or necessarily with the technical details of
the systems under management. Instead, it focuses upon providing a framework to
structure IT-related activities and the interactions of IT technical personnel
with business customers and users.
IT
service management in the broader sense overlaps with the disciplines of
business service management and IT portfolio management, especially in the area
of IT planning and financial control. ITSM is generally concerned with the
"back office" or operational concerns of information technology
management (sometimes known as operations architecture), and not with
technology development. In this respect, ITSM may be seen as analogous to an
enterprise resource planning (ERP) discipline for IT.
IT
service management is an enabler of information technology governance (or
information management) objectives. It does not typically include project
management or program management. In the UK for example, the Information
Technology Infrastructure Library (ITIL), a government-developed ITSM framework,
is often paired with the PRojects IN Controlled Environments (PRINCE2) project
methodology and Structured Systems Analysis and Design Method for systems
development.
ITSM
is related to the field of management information systems (MIS) in scope.
However, ITSM has a distinct practitioner point of view, and is more
introspective (i.e. IT thinking about the delivery of IT to the business) as
opposed to the more academic and outward facing connotation of MIS (IT thinking
about the 'information' needs of the business).
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