W H AT I S I T S E RV I C E

M A N AG E M E N T?

BY: P H O E N I X T S

SERVICE MANAGEMENT

• Service management is a set of specialized organizational capabilities for providing value to customers in the form of services.

• That being said, in the case of IT Service management, it refers to the act of ensuring that IT services are aligned to business needs and actively support them.

So how does it work…

SERVICE MANAGEMENT RESOURCES• There are three main types of organizational capabilities that are utilized

during the service management lifecycle:– Organizational Processes– People – Technology

Let’s Get Into the Actual Lifecycle Stages…

ORGANIZATIONAL OBJECTIVESS T E P # 1 I N T H E I T S E R V I C E M A N A G E M E N T L I F E C YC L E

ORGANIZATIONAL OBJECTIVES• These objectives are defined by your organization’s C-Suite and related to

the business objectives as a whole.– Defined by Study.com* as “…short-term and medium-term goals that

an organization seeks to accomplish. An organization's objectives will play a large part in developing organizational polices and determining the allocation of organizational resources.”

• Once clearly defined, these objectives will feed into the 2nd step of the lifecycle.

*http://study.com/academy/lesson/organizational-objectives-definition-examples-quiz.html

Organizational Objectives

BUSINESS PROCESSS T E P # 2 I N T H E I T S E R V I C E M A N A G E M E N T L I F E C YC L E

BUSINESS PROCESS

• These are the repeatable activities that your organization engages in order to meet the organizational objectives defined in the first step.

Business Process

IT SERVICE ORGANIZATIONS T E P # 3 I N T H E I T S E R V I C E M A N A G E M E N T L I F E C YC L E

IT SERVICE ORGANIZATION

• In order to carry out business processes, an IT Service Organization needs to be in place.

• This organizational sector needs to be effective and efficient in its oversight in order to facilitate business process and enhance the outcomes of it.

• Similar to the Organizational Objectives that are defined in Step #1, the IT Service Organization develops its own concentrated objectives that every sector within its department follows.

IT Service Organization

IT SERVICE MANAGEMENTS T E P # 4 I N T H E I T S E R V I C E M A N A G E M E N T L I F E C YC L E

IT SERVICE MANAGEMENT

• The actions of IT specifically are defined by the IT Service Organization. However, the process of ensuring that these actions are delivered with a clearly defined level of quality is in the hands of the IT Service Management department.

• This area is completely devoted to creating the IT processes that ensure the quality and goals of IT Services are met.

IT Service Management

TECHNICAL ACTIVITIES S T E P # 5 I N T H E I T S E R V I C E M A N A G E M E N T L I F E C YC L E

TECHNICAL ACTIVITIES

• Until now, all areas of the Service Management and IT Service Management Lifecycles have been dedicated to oversight and delegation but for any of this to produce actual results work needs to be done and this is where the Technical Activities come into play.

• This portion of the lifecycle focuses solely on carrying out the activities defined by first the Business Process and then again, from a technical standpoint, by the IT Service Management sector.

Technical Activities

IT SERVICE MANAGEMENT LIFECYCLE• Overall each section feeds each

other to create a continual lifecycle. Even the last step of Technical Activities feeds the Organizational Objectives in that it determines what is realistic from the organization to achieve from the perspective of manpower and current work output.

Organizational

Objectives

Business

Process

IT Service

Organization

IT Service Management

Technical

Activities