The first in a series of blog posts from Dave Cable, Head of Service Operations here at The Hartree Centre gives us a gentle introduction in to the world of IT Service Management. Look out for future posts covering service operation, service design, and continual service improvement.
What is IT Service Management?
IT Service Management (ITSM) is the proper design, governance and operation of IT-related services to meet agreed customer needs within predictable cost and efficiency bounds. It brings together policies, processes and people with the common goal of service delivery and continuous improvement.
Why is it important?
Any IT service provider needs a clear idea of what it is they are trying to deliver and to whom. The provider also needs to understand the costs of providing services alongside any financial returns. ITSM provides a mechanism for businesses to be able to meet these requirements.