{"id":338,"date":"2019-03-26T08:17:00","date_gmt":"2019-03-26T08:17:00","guid":{"rendered":"https:\/\/blogs.zeiss.com\/digital-innovation\/en\/?p=338"},"modified":"2020-06-08T10:47:57","modified_gmt":"2020-06-08T10:47:57","slug":"it-service-management","status":"publish","type":"post","link":"https:\/\/blogs.zeiss.com\/digital-innovation\/en\/it-service-management\/","title":{"rendered":"What is IT-Service-Management?"},"content":{"rendered":"\n

IT service management (ITSM) refers to the entirety of activities \u2013 directed by policies, organized and structured in processes and supporting procedures \u2013 that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers.<\/p>from: Wikipedia (German)<\/cite><\/blockquote>\n\n\n\n

The use of information technology has long since reached and penetrated almost all areas of operational value creation. Nothing works without IT anymore. However, as the complexity of processes along the industrial supply chain increases, so do the demands on the IT systems involved. There has long been an unmanageable number of systems, architectural approaches and best practices that can be used to solve a wide variety of tasks. However, the overview can quickly get lost. After all, each of these solutions has its advantages and disadvantages.<\/p>\n\n\n\n

This is exactly where IT Service Management comes in, because it is dedicated to these challenges: Increasing efficiency, process quality and profitability.<\/p>\n\n\n\n

Service definition according to ITIL\u00ae: <\/strong>A way to add value for customers by facilitating or promoting the achievement of the results the customer is aiming for. In doing so, the customers themselves do not have to bear responsibility for certain costs and risks. The term service is sometimes used as a synonym for Core Service, IT Service or Service Package.<\/p>from: IT process maps (German)<\/cite><\/blockquote>\n\n\n\n

ITIL\u00ae: <\/strong>IT Infrastructure Library; is a collection of predefined processes, functions and roles typically found in any IT infrastructure of medium and large enterprises.<\/p>from: Wikipedia (German)<\/cite><\/blockquote>\n\n\n\n

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ITSM includes all computer-supported measures and processes to shift the focus of the service provider from a purely technical view of the structures to the best possible service performance and thus customer orientation. The aim is therefore to orient the entire company towards maximum effectiveness and customer satisfaction in order to create a stable and cooperative relationship of trust.<\/p>\n\n\n\n

\"Processes<\/a>
Figure 1: Processes of IT Service Management<\/em><\/figcaption><\/figure>\n\n\n\n
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Good IT service management brings profit to the customer in the form of added value in the design of his operational processes by clearly defining them and thus ensuring transparency and consistently high quality. To achieve this, ITSM must be tailored to the individual needs of a company. This begins with a comprehensive analysis of the requirements for the service to be provided at the beginning of the service take-over. This is followed by the selection and transfer of the required modules from the service portfolio into the service catalogue. In this way, the customer gets exactly the services he needs.<\/p>\n\n\n\n

While the service portfolio is compromised by all services offered by the service provider, the customer-specific service catalogue contains all information on the services currently provided for the customer. The service catalogue also lists the status of all operational and implementation services.<\/p><\/blockquote>\n\n\n\n

During the contract term, a help desk is available to the customer as a contact point for questions, problems or change requests. Special attention should be paid to this interface, as this is where the customer’s subjective perception of quality is formed:<\/p>\n\n\n\n