IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer\'s perspective of IT\'s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature: Providers of IT services can no longer afford to focus on technology and their internal organization[;] they now have to consider the quality of the services they provide and focus on the relationship with customers.ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, business process management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor\'s product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

1. ITSM Overview
Technical Management Consulting firm that help
customers solve complex challenges of managing the
business of IT.
Drive down costs
Improve utilization
Plan for the future
PM Kinetics, LLC
P. O. Box 1361 | Oldsmar, FL 34677
Phone: 678.528.7399 | Fax: 813.315.6603
Email: info@pmkinetics.com | Web: www.pmkinetics.com

2. The Objectives of ITSM
Align IT services with the ever changing
needs of the business
Improve the quality of IT services
Reduce the long-term cost of service
provision
Service Management is all about the delivery of customer-
focused IT services using a process-oriented approach
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3. ITIL Overview
Additional Reference: ITIL Version 2, Office of Government Commerce (representing Her Majesty’s Stationary Office) © Crown Copyright.
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4. ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Support
Service Support Objectives KPIs Examples
Incident Management • Restore normal operations as quickly as Number of Incidents per time period
possible with the least possible impact Number of Incidents per category
on either the business or the user cost Number of Incidents per priority level
effectively. Incident resolution performance against
• The definition of how quickly is quickly service levels
should not subject to interpretation. Number of closed Incidents per time
• The timeframes for Incident resolution period
should be defined in the Service Level
Agreements (SLAs) that exist between
the IT Department and the customer.
Problem Management • Minimize the total impact of problems on Reduction in Incidents because the
the organization. underlying causes are removed
• Plays an important role in the detection The time that is needed to resolve
and repair of problems to prevent their Problems
reoccurrence. The other costs that are incurred
associated with the resolution
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5. ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Support
Service Support Objectives KPIs Examples
Change Management • Assures that standardized methods and Number of Incidents recorded as a result
procedures are in use for the efficient and of a change
timely implementation of all changes, in Time taken to implement a change
order to minimize the impact of change successfully
related problems on the quality of the IT Number of Changes that required a roll-
service delivery. back
• Build an internal understanding of the Number of Urgent/Emergency changes
"how and why" for the process (how = Change back-log
standardized methods and procedures, Changes by business
why = to minimize impact). unit/areas/department
Configuration • Provide IT Management with greater control Result of audits.
Management over the IT Assets or Configuration Items Number of changes that due to wrong
(CI’s) of the organization. Configuration information cause incidents
• Provide accurate information to other ITIL or problems
processes. The time a change takes from start to
• Create and maintain a reliable Configuration finish
Management Database (CMDB). Improvement in the time needed to
resolve Incident and Problems that
cannot be fixed immediately
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6. ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Support
Service Support Objectives KPIs Examples
Release Management • Protects the live or production Releases built and implemented on
environment. Protection comes in the schedule, and within budgeted resources
form of formal procedures and extensive Number of releases that result in a back
testing regarding proposed changes to out due to unacceptable errors
software or hardware within the Number of Incidents caused by the
production environment.. release
Accurate and timely recording of all build,
distribution and implementation activities
within the CMDB
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7. ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Delivery
Service Support Objectives KPIs Examples
Service Level • Manages the quality of IT service Are all services covered by SLAs?
Management delivery according to a written Do the services within the SLAs have the
agreement between the users and IT necessary Underpinning Contracts
department called the Service Level (UCs)?
Agreements (SLAs). Is there an improvement in the Service
• Maintain and improve on service quality Levels?
through a constant cycle of agreeing, Are the actual Service Levels measured?
monitoring, reporting and improving the
current levels of service. Is the business perception of the IT
organization improving?
• Strategically focused on the business
and maintaining the alignment between
the business and IT.
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8. ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Delivery
Service Support Objectives KPIs Examples
Financial Management • Provide cost-effective stewardship of the Accurate cost–benefit analysis of the
IT assets and resources used in services provided
providing IT Services. Customers consider the charging
• Account for the spend on IT Services methods reasonable
and to attribute these costs to the The IT organization meets its financial
services delivered to the organization’s targets
Customers. The use of the services by the customer
• Assist management decisions on IT changes
investments by providing detailed Timely reporting to Service Level
business cases for Changes to IT Management
Services.
Availability • Get a clear picture of business The total downtime per service
Management requirements regarding IT Services Time it takes to recover from an incident
availability and then optimize The availability of the services
infrastructure capabilities to align with
these needs. The improvement of the availability of the
IT services
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9. ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Delivery
Service Support Objectives KPIs Examples
Capacity Management • Understand the business’s capacity If the forecast is in line with the actual
requirements and deliver against them demand at that time?
both in the present and the future. Are the requirements being met?
Performance against SLAs
IT Service Continuity • Support the overall Business Continuity The results of testing the plan
Management or Management (BCM) process by Costs of the process
Disaster Recovery ensuring that the required IT technical
Management and services facilities can be recovered
within required and agreed business
time-scales.
Security Management • Confidentiality - Ensuring that Are the actual Security Levels
information is accessible only to those measured?
authorized to have access. Is the perception of the IT organization
• Integrity- Safeguarding the accuracy and improving?
completeness of information and
processing methods.
• Availability– Ensuring that authorized
users have access to information and
associated assets when required.
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10. Quick Assessment
Key Code
1 Unsure of quality/consistency
2 We do not perform the function or service at all
3 Function is inconsistently performed
4 Function is performed consistently
5 Function is performed well and quality of acceptable
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