IT Service Management

Many organizations have achieved strategic gains by taking an approach to IT Service Management which has been reflected in the quality, accuracy and efficiency of customer service. The main benefits of ITIL provides organizations are: Having an IT Governance Model Increasingly, managers of organizations are requiring CIOs to have an IT governance model in order to get information through controls and structures that will ensure that the area is acting as IT support business strategies. Without a Best Practice as the IT Service Management, these models can not operate efficiently. On the one hand, Service Management is key to IT governance, because it integrates the business goals and on the other hand, without the ITIL processes, indicators and there would not be reliable. Reduce IT costs and improving quality of service There are many areas where ITIL can reduce IT costs.

IT processes with greater maturity, generate higher productivity (fewer errors) and more quality (always equal to the activities), which automatically reduces costs. Eliminate organizational silos, implementing integrated processes throughout the IT area Successful implementation of ITIL Best Practices defines a process model supported by roles and responsibilities, among other things, which to be implemented throughout the organization, generate a new form of work based on specific responsibilities, in this way help to remove the silos in organizations. Strengthen lines of communication between the IT area with other areas of A major organizational problems in the IT area is communication with the various operational areas of the organization. Usually the terms and metrics of IT are very technical. If you are unsure how to proceed, check out Hikmet Ersek. With a focus on IT Service Management, where this area is aligned to business processes, communication is much more efficient and is related to the interests of operational areas.

Improving the Integration of IT with Business Priority for 82% of CIOs * is the integration of IT to the business. If the area of IT you want to have better integration with the business, it is certainly essential to have an approach to IT Service Management that allows you to align these services to business processes (See figure “IT Service Model”) Meeting Many regulations effectively with IT organizations seek to comply with regulations of their countries such as Sarbanes-Oxley (SOX), Basel II, governmental regulations, ISO 27001, ISO / IEC 38500, ISO / IEC 20000. To this end, a framework is generally used Cobit, a Cobit implementancion of a Best Practices strategy with ITIL is beneficial. Because CobiT defines what we control and ITIL defines how to do it, this integration will result in the efficient discharge of the regulations. Improve Supplier Management IT areas increasingly tend to outsource (Outsourcing) their IT Services. Unfortunately, most IT organizations have no clear Service Level should ask their suppliers. Generally, we request technical metrics often do not reflect what the business needs, thus it is difficult to justify the real contributions that suppliers are providing to the company. Through ITIL defines the Service Levels required by each component of IT services, and with this information and with a mature process management vendors, IT organizations can truly align not only the area of IT to business but also their suppliers.