Question

discuss the concept of information technology(IT) service management and the various role of the information Technology(IT) service manager?

Answer 1

IT service management (ITSM) is a concept that enables an organization to maximize business value from the use of information technology.

ITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.

To ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management, setting up requirements and good practices for the management system.

ITSM is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. It incorporates principles and practices from various management approaches, such as lean manufacturing, organizational change management, system analysis and risk management.

To begin answering those questions, let’s break down ITSM into five areas of concern:

• End Users: Employees and customers who use IT services
• Services: Applications, hardware, infrastructure, etc. provided by IT
• Quality: Solving IT problems effectively and efficiently
• Cost: Getting the most out of an IT budget
• Business: Enabling a company to perform its core functions and achieve its goals.

The best ITSM software will include the following features, at minimum:

• Problem and incident management: Find solutions to decrease downtime and prevent incidents before they happen.
• Ticketing: Track solutions and assign work based on specialties or technical experience and observe trends in scope of work.
• IT service model ready: Use existing models of best practices to guide your processes with built in IT service models.
• Asset management: Track and manage physical devices and add-ons throughout their lifecycle.
• License management: View license requirements and manage updates, and be informed on upcoming changes or renewals.

IT Service Manager Job Purpose

Manages information technology (IT) tasks and staff, establishes relationships with external clients, services computer systems and software, and maintains computer networks and user connectivity.

IT Service Manager Job Duties

• Develops relationships with external clients and organisations to assess their technology, support, and security needs
• Provides client assessments, and pitches IT equipment and service packages during meetings or presentations
• Offers innovative solutions that meet clients’ needs while remaining cost effective
• Manages projects by creating timelines, adhering to budgets, and assigning staff members
• Establishes client and sales goals, and tracks progress and other metrics
• Maintains relationships with technology, software, and security vendors
• Manages and assesses the performance of staff members who specialise in support, sales, and installation
• Identifies staffing needs and works with human resources colleagues to pursue the hiring process
• Specialises in IT needs and demands for a particular industry, such as academics, finance, or healthcare
• Maintains familiarity with current and upcoming IT equipment, services, and other developments
• Coordinates troubleshooting, support, and service for equipment and networks when necessary
• Upholds a sense of customer service and measures client satisfaction
• Attends industry events and trade exhibitions to learn about cutting edge product releases and news

IT Service Manager Skills and Qualifications

Bachelor’s Degree in Computer Science or a Related Field, Experience with Computers and Networks, Experience with Customer Service, Management, Leadership, Staffing, Written and Verbal Communication, Interpersonal Communication, Problem Solving, Decision Making, Critical Thinking, Teamwork, Attention to Detail, Analytical Thinking, Time Management, Working Under Pressure.