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Running Head: Service Management
Service Management
Content Analysis
Student Name:
University Name:
Date:
Unit Name:
Contents
Introduction    4
Week 1: Introduction to Service Management    4
ITSM and ITIL    4
ITIL    5
Good practice versus Best practice    5
The ITIL framework    5
The ITIL core    6
The ITIL service management model    6
Week 3    7
Service Operation    7
Continual Service Improvement    7
Business Relationship Management    8
Week 4    8
Financial Management for IT Services    8
Objectives    8
Demand Management    9
Objectives    9
Week 5    10
Capacity Management    10
IT Service Continuity Management    10
Week 6    11
Information Security Management    11
Problem Management    11
The Seven-Step Improvement Process    11
Week 7    12
Measurement and Metrics    12
Deming Cycle    12
Key Performance Indicators    13
References    14
Introduction
I would like to introduce the topics that have been processed from our theme ITECH 7400 from week 1 to week 8. This research helps us to have a good understanding of all ITECH 7400 materials and encourages students to use content analysis summaries to prepare tests, exams and help them understand concepts. We conduct independent surveys on topics such as books, the Internet, and actual surveys.
Week 1: Introduction to Service Management
On this week we talked about
ITSM and ITIL
Based on our research in the lectures, we provide a set of activities, including policies and strategies that are needed to provide services to the organization. Many people are caught in the difference between ITIL and ITSM. In ambiguous terms, the difference is that ITIL is the framework and set of practices for ITSM. The ITSM stand for the IT Services Management It is about how association controls IT service for its consumers (Alojail & Corbitt, 2016). In ITSM, team of the people share general standards moreover disciplines depends on the high levels of skills and knowledge from an organized educational program supported by experience training and measured and recognized through formal qualifications.
This week, we discussed all the activities (including policies, processes, and procedures) that an enterprise performs to design, deliver, plan, operate, maintain, or control the IT services as an all-encompassing term. Examples of IT service management include the following activities:
• Plan and manage system changes to prevent business disruptions or downtime
• Fix IT problems on offense (before they rest) or on defense (when they go wrong)
• Manage your IT budget so you can pay your bills or purchase items when you need them
ITIL
As you might imagine, IT management can take many forms and forms - some are more successful than others (Andry & Christianto, 2018). Among the dozens of ITSM frameworks, the most common in the world is ITIL.
Good practice versus Best practice
"Best practice" is the technique or method that is commonly considered superior to some alternative because it yields outcomes that are better to those obtained by the other means, and because it also has become standard method of doing such things. Best practice is a practice that has proven to be more effective over time than other methods. I think a "good practice" is just something that you might think of useful, but you really don't know if it is the best way.
The ITIL framework
ITIL is the framework that consists of best practice as well as procedure that can employ to provide an IT Service Management. Organizations must not seek to implement the ITIL; however instead implement ITIL-based service management solutions to meet the requirements of organization (Dayan & Ndubisi, 2019).
ITIL V3 can consist of the five parts - design, service strategy, transformation, service operations and ongoing service improvement. Let's take a look at the contents of this section.
• Strategy development
• Demand Management
• Financial management
• Services portfolio management
ISO / IEC 20000 define set of needs that an organization may independently review and, if these needs are met, can be qualified. The needs concentrate on what should be attained instead of how to accomplish it.
The ITIL core
We also discussed ITIL library components, such as ITIL Core: Publications, which describe general best practices for all types of organizations that serve businesses. ITIL Supplemental Guide: Set of the publications particular to the business sector, organization type, operating model and technical architecture share a lot of the similar processes, lifecycle and functions steps with the ITIL core.
The ITIL service management model
For organizations that increasingly rely on IT to support their core processes, ITIL provides a framework and general best practices to help guide IT organizations to support their business by providing IT services that meet business goals (Eng-Ziskin & Johnson, 2016). In fact, the main objective of the ITSM is to achieve strategic alignment among the organization's IT requirements as well as IT association activities moreover service offerings. Under the ITIL framework, “IT organization” refers to the organizational department that handles IT service management. The IT organization's customers are the people and managers in the organization who rely on the continuous operation of the organization's IT infrastructure to play its role as a job. IT organizations are committed to understanding what services customers need and delivering value by providing customers with the results they want while taking ownership of the associated costs and risks. Utilities: The functionality provided by product and services to meet the particular needs. Utility is usually summed up as what it does.
Warranty: A guarantee and promise that a service or product meets its agreed necessities (Gërvalla, Preniqi & Kopacek, 2018)....