IT Service Management(Part of ITIL)

ITSM is a process-based practice intended to align the delivery of  (IT) services with needs of the enterprise, emphasizing benefits to customers and development of IT strategically. ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using  process models. ITIL (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology service management.

ITSM audits are based on analysis of four key performance indicators in specific ways:

1. Growth and value, which involves tracking revenue growth against investment and utilization.
2. Budget adherence, which involves optimizing the use of available funds and avoiding unnecessary expenditures.
3. Risk impact, which involves identifying and evaluating the consequences of risks taken or avoided.
4. Communication effectiveness, which involves examining customer feedback and gauging customer satisfaction and awareness.
5. 
   

A thorough ITSM audit allows enterprise executives and management personnel to determine the status of various processes and identify potential problem areas. In order to function well, ITSM requires in-house expertise. One way to ensure this is to have key individuals within the organization obtain ITIL Foundation certifications regulated by the ITIL Certification Management Board (ICMB). Third-party auditing is another option, although it carries some risk of product bias because outside auditors may have vendor-specific knowledge or preferences.


For more information:   http://www.best-management-practice.com/


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