IT Service Management (ITSM) encompasses all measures and methods in IT that are deployed to optimally support business processes. Particularly noteworthy is the steadily increasing relevance of customer orientation in this management discipline.
While IT departments long viewed themselves purely as suppliers of IT technology, the service character is now at the forefront. Rather than IT hardware and software, customers are offered an IT service — which simplifies a focus on core competencies.
The framework most widely used for successful IT service management is the IT Infrastructure Library (ITIL). This is a collection of IT service management best practices that describes IT service management processes and their interdependencies.
Key aspects of the ITIL framework are customer orientation and lifecycle orientation of IT services. These have been codified normatively in ISO 20000, which is internationally recognised.
What value does this create for your business?
The fundamental objectives of applying ITIL best practices are improvements in the efficiency and effectiveness of IT processes — and thus improved IT support for your business processes. This is achieved by increasing the transparency of your business workflows, clearly defining responsibilities, and mapping the interdependencies between processes.
The aim is to maximise customer satisfaction by reducing process throughput times and waiting times. This is accomplished through an integrated view of all activities involved in delivering IT services.
You can communicate your performance in the area of IT service management to customers and other stakeholders through certification to ISO 20000. This is part of our IT service management service portfolio. We would be happy to present the relevant approach to you in a personal consultation.
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