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Ocha Putri Perdana Prihatina

Hanim Maria Astuti, S.Kom., M.Sc
MLTI-C
September 2, 2019
IT Service Management: Brief Overview
On this era, we are so close with the IT concept that has been implemented
and used during daily life. A lot of IT Products and IT Services are widely spread,
and the customer are vary due to the booming of internet and smartphone usage. As
the consumer is highly arise, some of IT Products and Services provider trying to
approach the consumer in a lot of different way. But most of them are providing an
excellent service to make sure that the customer is satisfied enough during the
transaction and after the transaction happened. That is because the boomers are
really concern on the provider’s services and mainly will be publishing their review
for the providers whether it is good or bad.
Not only about a deliverable IT product or service, the needs of crucial IT
service are happening inside an organization. Some organizations are implementing
IT inside their internal or external affairs with others to make sure that everything
will get organized properly. So, what if an organization that both provided an IT
or non-IT products having a lack of excellent on IT service towards their internal
or even their relationship with their external party? Surely, they need some
improvement using an appropriate approach to ensure that the IT services can work
better than the previous one and can be managed well.
There is an approach called Information Technology Service Management
(ITSM). Based on the study, ITSM can be described as an approach to IT operations
which is having the main importance on IT services, customers, service level
agreements, and an IT function’s handling of its daily activities through processes
(Conger, 2008). ITSM focused on managing IT function as a service function and
more likely stands in contrast to technology-centered approaches to IT operations
(Iden, 2013). As stated by other study, nowadays’ Providers of IT services have to
consider the quality of the services they provide and maintain a good relationship
with their customers. They can no longer afford to focus on technology and their
internal organization only (van-Bon, 2002). According to the literature, the IT
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function should be a service organization that provides IT services to a business,

and the goal is to build and deliver IT services that meet business needs and
requirements (Commerce, 2007b). In 1980, when listing the critical success factors
of Information Systems (IS), study said that, “service is the main important and the
obvious IS critical success factor” (Rockart, 1982).
The Information Technology (IT) departments in many organizations were
previously focused on the production of software applications, and in the late 1980s
it started to change to a service mode of operation. For IT Service Management
(ITSM), the main focus is not on the development of IT applications, but rather on
the management of IT services (Marrone, 2011). Based on the studies that have
been stated, we can conclude that ITSM is an important factor of an organization
which focused on handling, managing, and maintaining the IT approaches not only
inside their internal process but also their good relationship with customers.
After understanding what IT service management is, there something that
have to be understood which is the reason behind why organization surely has to
implement ITSM inside their organization. Being reasonable because some
organizations would face some problems that probably can ruin their products or
service. The problems these teams face every now and then are due to:
1. Having lack of system maintenance, incident optimization and problems
management.
2. Having no system maintenance and change optimization management.
3. Having no ability to design new services as they losing all their time in
firefighting current incidents and problems and failed change
implementations.
4. Employee’s overworking time.
5. Losing their customers’ satisfaction and loyalty.
6. Having less documentation and clearly affect the number of reworking on
the same issues.
7. Losing control over Service Availability, Continuity, Maintainability and
Security because of current, remaining and reopened incidents and problems
and failed change implementations.
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8. Spending more money on Service without any increase in the Service

output.
This is why the big companies need ITSM more than small ones and this
does not mean that small companies do not need ITSM. It is clear that all companies
need ITSM and it depends on the company size and management methodology in
deciding to what extent it will need help from ITSM (Mostafa Mohamed AlShamy,
2012).
With all of the reasons why an organization needs to implement ITSM
inside to ensure the good internal management happens and create a good customer
relationship, we as an IT student need to study about that matters too. That is simply
because some organizations need the better resource that can successfully help them
to implement the ITSM. That is the point of view based on the career prospect.
Beside that reason, there will be another one which is seen as the side effect of the
explosion of IT demand around the world. If we can adapt ITSM inside our every
important role in an organization, there will be a lack of fluidity inside and the
organization will be left behind. Also, the organization cannot meet the new goals
and challenges because we as an employee doesn’t have a body of knowledge on
ITSM so that the organization/corporate doesn’t have a foundation of success.
Basically, IT Service Management consist of some aspects that need to be
covered with. Those aspects are slightly related to the main business process inside
an organization, and if those aspects are managed in a good way there will be a
balance inside the organization. And those scopes are:
1. End users: employees and customers who use IT services
2. Services: application, hardware, infrastructure, etc. provided by IT
departments
3. Quality: solving IT problems effectively and efficiently
4. Cost: getting the most out of an IT budget
5. Business: enabling a company to perform its core function and achieve its
goals (What Is ITSM?, 2014).
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Figure 1 Relationship between ITSM Framework and management standards

As one of the well-known things that related to the ITSM, ITIL are most-
likely described as something equal with ITSM. But technically, these two things
are relatively different. Basically, ITIL is considered as a standard framework for
IT Service Management in organizations that implements IT based service when
they run their business (Mostafa Mohamed AlShamy, 2012). ITIL created by UK
Government's Central Computer and Telecommunications Agency (CCTA) on
1980s regarding to the massive growth of IT dependence. They intended to make
sure that the public services inside UK are working well and meet the maximum
quality. With the standards, they hope that the internal transaction will become
effectively served and right on the main target which is for the citizen. Even more
the public service transactions were already implementing IT due to its agility, that
is why UK Government were thinking that they need a standard to be used widely
inside their organization. Based on the principle, there are five main process inside
ITIL that have to be implemented as to serve the reliable IT service:
1. Service strategy : every organization should have a service strategy inside
them and have to be implemented by all of the parts of the organization
2. Service design : showing how does the IT lifecycle work as a part of
important aspect inside the organization so it can serve the best service not
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only for the external transaction but also for the internal transactions.
Usually focused on how does IT division can make a maximum service for
the organization’s IT service
3. Service transition : showing the expected transformation inside the
organization to reach the minimum target of delivering a better version of
them
4. Service operation : describing the main focus of management process that
happen inside the organization clearly. On this process, both of the internal
or external subject will receive the benefits of IT implementation inside the
organization
5. Continual service improvement : describing the needs of continual
improvement that performed day by day and still evolving based on the
dynamics inside or outside the organizations (Indrajit, 2012).

Figure 2 ITIL Lifecycle

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Works Cited

Conger, S. W.-H. (2008). Service Management in Operations. Paper presented at

the Fourteenth Americas Conference on Information Systems.

Marrone, M. &. (2011). Impact of IT Service Management Frameworks on the IT

Organization. Business & Information Systems Engineering 3(1), 5-18.

Iden, J. &. (2013). Implementing IT Service Management: A Systematic

Literature Review. International Journal of Information Management

33(3), 512-513.

Mostafa Mohamed AlShamy, E. E. (2012). Information Technology Service

Management (ITSM) Implementation Methodology Based on Information

Technology Infrastructure Library Ver.3 (ITIL V3). Internal Journal of

Business Research and Management (IJBRM) Vol. 3 Issue 3, 114.

Commerce, O. O. (2007b). Service Strategy. Londom: The Stationary Office.

Indrajit, R. E. (2012). ITIL: Standar Internasional Manajemen Pelayanan

Teknologi Informasi. 2-5.

What Is ITSM? (2014, March 14). Retrieved from SysAid:

https://www.sysaid.com/resources/what-is-itsm

Rockart, J. (1982). The Changing Role of The Information Systems Executive: A

Critical Success Factors Perpsective. Sloan Management Review, 3-13.

van-Bon, J. (2002). IT Service Management: An Introduction. London: Addison-

Wesley.