Service Management

Service management covers a set of IT management disciplines that are essential for the ongoing maintenance of business operations enabled by IT. The generally accepted best practice guidelines for service management is the IT Infrastructure Library (ITIL). This set of best practice guidelines was originally developed by the UK government but is now the responsibility of the IT Service Management Forum (itSMF), an organisation dedicated to IT professionalism in the service management space.

The ITIL guidelines cover a range of service management disciplines essential to the successful delivery and support of IT services. ITIL defined disciplines cover:

Service Delivery

• Service Level Management
• Financial Management
• Capacity Management
• Continuity Management
• Availability Management

Service Support

• Service Desk
• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management

In addition to the core ITIL service management disciplines we take a broader view of IT service management maturity and development needs by focusing on management areas implied, but not directly covered by the ITIL material. Our extended service management perspective includes:

Extended Service Management Perspective

• Business Relationships
• Customer Relationships
• Lifecycle Management
• Risk Management
• Workforce Management
• Service and Process Monitoring
• Security Management

Our best practice research has shown that business focused service management can make a significant contribution to the successful business exploitation of IT capability.

The structure of our service management work is based on ITIL but also incorporates IT management areas covered by IT governance. This approach has been found to be very effective in helping organisations take a fresh look at the role of service management within their organisations.

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