By Stuart D. Galup, Ronald Dattero, Jim J. Quan and Sue Conger
This article focuses on the subtopic, Service Science which deals with the management of ICT service operations. ITSM (Information Technology Service Management) is a subset of Service Science; it focuses on IT operations such as service delivery and service support.
Often ITSM is associated with ITIL, ITIL
stands for Information Technology Infrastructure Library and was
designed a "framework of best practices intended to facilitate the
delivery of high quality IT services at adjustable cost." ITIL is a subsection
of ITSM that concentrates on service support and delivery of IT operations and
it is amazing how much is actually spent in these two areas. “Approximately 80%
of the cost of infrastructure is in these two areas.” ITIL consists of five
publications; Service Strategy, Service Design, Service Transition, Service
Operations, and continual Service Improvement.
ITSM is a developing discipline
that focuses on a well-established set of processes. The overall goal of ITSM
is to improve IT services in order to satisfy business needs.
