| IT Service Management is a process framework for the planning, control, checking and coordination of all IT relevant activities and resources with the sole goal of achieving the operative and strategic projects of the company. |
- Alignment of the IT services to the current and future requirements of the company and its customers.
- Optimisation of the quality of the provided IT services.
- Reduction of the long-term costs of the service activity.
This process definition and the main goals associated with it lead to a fundamental philosophy change: The IT user becomes the IT service customer!
|
The total Service Management process is logically divided into sub-tasks that are assigned to the short, medium and long-term goals of the company and the responsible organisation units.
In addition, IT Service Management divides the supported processes into three levels:
- Strategic level: Management of IT services. Among others, these include quality management and IT Service organisation.
- Tactical level: Planning and control of the IT services (Service Delivery).
- Operational level: Support of IT services (Service Support).
|
| Total IT Service Management includes the control and monitoring of the qualitative and quantitative IT services under consideration of the company goals, business process orientation, user friendliness and costs. I.e. that all the resources of the in-company IT that are used for the handling of the business process will be considered for the optimisation of the operational processes. The purpose of the IT is therefore justified by the optimal support of the business processes for the achievement of the company goals. |
| Customer orientation is based on the core idea that customers (including internal customers) can always rely on the necessary IT services that are necessary for the carrying out of their work. In doing this, a particular emphasis is placed on the quality of the service. A customer-supplier and/or a service provider - service user relationship will be created. With the cooperation of both sides, service agreement, or so-called Service Level Agreements (SLA), will be defined on which the Service Management processes can be based. |
