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IT Service Management
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Six Sigma (SS)

What is IT Service Management (ITSM)?

PODBITES:

IT Service Management or ITSM is a discipline for managing the infrastructure, and IT Processes used by an IT Organization to ensure the timely, cost effective delivery of quality services requested by the business.

MINDMAP:

WHO | WHAT | WHEN | WHERE | HOW | WHY

VALUE | BENEFIT | MIND MAP

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RESEARCH CENTRAL:

The following represents a characteristic statement from ITSM literature:

Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers.
No one author, organization, or vendor owns the term "IT service management" and the origins of the phrase are unclear.

ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g.,TQM, Six Sigma, Business Process Management, CMMI) frameworks and methodologies. 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.

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. For example, the process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be. Many non-technology companies, such as those in the financial, retail, and travel industries, have significant information technology systems which are not exposed to customers.

IT service management. (2011, January 27). In Wikipedia, The Free Encyclopedia. Retrieved 23:44, January 27, 2011, from http://en.wikipedia.org/w/index.php?title=IT_service_management&oldid=410363334

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