Information Technology Service Management (ITSM), is a set of well-defined Services focused on the management of IT infrastructure, components, business applications and associated processes. Multiple industry groups have well defined recommendations on the services, processes (and their relationship to each other), that can be used to solve a business need or requirement: Information Technology Information Library (ITIL), Control Objectives for Information and Related Technology (COBIT), the emerging IT4IT by the The Open Group, and others.
Along with the defined services, there is the additional concept of “maturity level”. These maturity levels assist corporations with determining whether these services must be core capabilities (e.g. well defined, automated, measured, Etc.), or something that’s done ad-hoc as needed (for instance an inventory process between a small business with two (2) servers and a large multi-national corporation with hundreds of thousands of servers).
While some services can be completely stand-alone (for instance inventory), the greatest value of an ITSM is the ability to interconnect and deliver a solution that is greater than the sum of the parts. As an example, using the inventory capabilities to drive automated patching, license management, break fix actions, Etc. Using automation to provision a server, deliver a patch, update an application as part of DevOps, all of these come about due to the integration and use of ITSM services in an Enterprise fashion.
The final piece to ITSM is that the tools/products/solutions used should support your processes, not necessarily force you to change what you have. However, in some cases, if this is your first entry in delivering an ITSM service, the solutions chosen should come with a set of well-defined best practices or patterns for success that give you a starting point versus you having to start from scratch.
When properly implemented, ITSM solutions help IT Operations teams to effectively manage increasingly complex, hybrid environments and accelerate Cloud services delivery. These solutions deliver advanced automation, performance management and orchestration capabilities. IBM has provided thought leadership to improve the ‘state of the art’ in IT Service Management for the past 30 years and continues to do so, whilst effectively delivering solutions and successfully managing client environments.
Link to the ITSM Reference Architecture Whitepaper ITSM Reference Architecture – ITSM – Whitepaper.pdf|View Details
About the author
Alan Keel is a Senior Consulting Solution Architect and Practice Lead out of our Raleigh office. You may contact Alan at firstname.lastname@example.org .