Event Detail

 

The Essentials of IT Service Management (ITSM)

The Essentials of IT Service Management (ITSM)

The Essentials of IT Service Management (ITSM)

 
May 11-13, 2006
Manhattan Hotel, Jakarta
Diane Colbeck & Ivor Evans - DIYmonde Solutions Inc.
www.diymonde.com
 

What is IT Service Management?
 
In today's world, IT - Business alignment is very important to enable the execution of strategic directions. IT is a very critical factor to attain operational excellence in order to beat market expectation. Failure to align IT and Businesses will result in some major problems such as:
Low customer satisfaction with IT Services
Poorly executed strategic initiatives
Incapability to follow business changes
Inefficient business processes
Incompliance with standards and regulations
Low IT people moral and high turnover
IT Service Management is the applied set of processes and principles that works together to deliver the agreed level of services with customer and users.
It provides CIO's with a set of framework to govern their IT processes. CIO's implementing ITSM will find a consistent and comprehensive approach as well as standard and a common language to facilitates understanding among IT people, vendors, customers and users.
 
Why IT Service Management?
 
By adopting IT Service Management approach, organizations may achieve the following benefits:
Improved customer and user satisfaction from providing services according to agreed service level
Long term as well as short term alignment between IT and businesses
More flexible and scalable IT system to support changing business environment
Better governed IT processes to promote professional IT service which attract the best IT talent in the market
Component of IT Service Management
Configuration Management. Manage detail system data.
Incident Management. Manage Service Failure.
Problem Management. Investigate & Remove Cause of Failure.
Release Management. Maintain Service Integrity.
Change Management. Manage Service Improvements.
Financial Management. Manage IT Cost.
Capacity Management. Prepare for the Future.
Continuity Management. Manage the Unexpected.
Availability Management. Maintain Current System Availability.
Service Level Management. Manage the Services.
ICT Infrastructure Management. Manage Information & Communications Technology operations.
Security Management. Manage confidentiality, integrity, and availability.
 
 
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