ITSM, Chapter I

IT Service Management
(ITSM)
Chapter I
Introduction

Prof. Dr. Ibrahim Ismael Hamarash

University of Kurdistan Hewlêr

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

What is Service Management?

What problem are we trying to solve?

In everyday life, at work or at home, we all of us

nowadays rely on services to do our job or live
our lives.
At home, the quality of our life depends on
therefore, our services.

• The quality of that work performance that

we deliver depends upon the quality of the
services that support us, and The quality of
the businesses that we work for depend on
the quality of services that we in turn deliver
to them.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Case Study
Life would be rather less pleasant if the electricity
supply stopped or there was no water to use.
So, we know that the services are important to us.
We understand that when we stop and think about it.
So, getting those services right depends upon how we
manage those services.

therefore,

Service management is about getting the best possible match we

can between what is required, what the business needs when we do
this work, and the services that support the business that we as
service providers deliver to them.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Remark

In the modern world, services are all IT

enabled. So, if we’re talking about IT service
management (ITSM), we’re talking about
service management.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Case Study

IT processes inside
Modern Cars

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

IT is Everything

IT is a key business driver for organizations.

➢ IT makes companies different from other companies.

➢ It delivers competitive advantage.
➢ If the IT is reliable and successful and the services are matched to the business
needs, then that company, that government department, … etc, will perform better and
deliver a better service to its customers.

This means that IT service management as a driving force behind that IT

is a key strategic capability of an organization.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

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IT Activities
Activities in the IT industry can be
broadly categorized into:

1. IT projects
2. IT service management.

Notes:
➢ The design, development, testing, and creation of computer programs, mobile
applications, telecommunications, data processing, and analytics engines, among
others, come under the IT projects’ scope.

➢ The IT products (Hardware, Software, Service) that are developed need to be

maintained on an ongoing basis. They need to be fixed when they break down.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

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IT Activities, cont.

➢ The IT service management sector must take care of the maintenance of these
IT products. Maintenance activities include upkeep of the infrastructure and
software the way it was designed to work. It further includes activities like
monitoring jobs, patching, performing administrative tasks, handling batch
tasks, and optimizing performance.

➢ IT projects are driven through frameworks such as Waterfall and Agile

methodologies. IT service management, on the other hand, runs on frameworks
such as ITIL (Information Technology Infrastructure Library), 6-σ, COBIT
(Control Objectives for Information and Related Technology), or MOF
(Microsoft Operations Framework).

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

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Definition:

➢ Service management is defined as a set of specialized organizational

capabilities (technical maturity, experience, customer service, and service
frameworks) for providing value to customers in the form of service.

➢ IT service management (ITSM) is defined as the implementation and

management of quality IT services that meet the needs of the business. IT
services are provided by IT service providers (the entity that provides IT
service to internal and external customers) through an appropriate mix of
people, processes, and information technology.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

ITSM (IT Service Management)

IT service management (ITSM) is a general term

that describes a strategic approach to design,
deliver, manage and improve the way businesses use
information technology (IT).

ITSM includes all the discrete activities and

processes that support a service throughout its
lifecycle, from service management to change
management, problem and incident management,
asset management, and knowledge management.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Organization as a system

What is a System?
a group of related elements
(parts) that work together
to perform a specific job.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Systems, cont.
➢Complex systems, such as social
systems, are comprised of numerous
subsystems, as well. These subsystems
are arranged in hierarchies, and
integrated to accomplish the overall
goal of the overall system.
➢Each subsystem has its own
boundaries of sorts, and includes
various inputs, processes, outputs and
outcomes geared to accomplish an
overall goal for the subsystem.
© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>
 ITSM, Chapter I

Why is it Important to Look at Organizations as Systems?

The effect of the systems theory in management is helping managers

to look at organizations from a broader perspective.

Systems theory has brought a new perspective for managers to

interpret patterns and events in their organizations.

In the past, managers typically took one part and focused on that.
Then they moved all attention to another part. The problem was that
an organization could, e.g., have wonderful departments that operate
well by themselves but don't integrate well together. Consequently,
the organization suffers as a whole.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Organization as a system
Components: input,
process, output, feedback

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

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Feedback theory

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Firms and Value

A firm is best viewed as a network of relationships

both internal and external.

business value is an informal term that includes all

forms of value that determine the health and well-
being of the firm in the long run.
or,
Value is the perceived benefits, usefulness and
importance of something (ITIL 4 definition)

Ex. Product Quality, Punctuality, Integrity, … etc.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

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Value Network
➢ A value network is a set of
connections between
organizations and/or individuals
interacting with each other to
benefit the entire group.

➢ A value network allows members

to buy and sell products as well
as share information.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Value network: Case study

An investor typically provides her guidance to the startup they are backing
because, by helping the leaders grow their ideas into a tangible company,
shareholders stand to benefit from the startup’s development. That guidance
can take the form of expertise the investor possesses.

The investor might foster introductions between the founders of the startup
and other businesses they can work with to further their plans. For example,
if the company needs to produce a prototype of its product, an investor might
be able to direct them to another company that creates made-to-order
prototypes.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

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Adding Value

If you want your

business to become
wealthy, you will need to
look for different ways
to add more value to
everything you do in
your company, especially
to your products and
services.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Services definition, re-visiting

➢Services are a means of delivering value to customers by facilitating
outcomes customers want to achieve without taking on the
ownership of specific costs and risks.

➢How many people want to run their own power plants? No one does.
They want watching TV or a warm bath or a cool house. They want
the OUTCOME but they don’t want to worry about everything
require to make the outcome happen. That is why they purchase
Services.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

ITSM (IT Service Management) (repeated slide)

IT service management (ITSM) is a general term

that describes a strategic approach to design,
deliver, manage and improve the way businesses use
information technology (IT).

ITSM includes all the discrete activities and

processes that support a service throughout its
lifecycle, from service management to change
management, problem and incident management,
asset management, and knowledge management.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

“The IT Service Management

function has entered a new era.
Long regarded as the set of
practices and solutions for ensuring
that technology is best meeting the
needs of users, it now serves as the
vehicle that will deliver value in
today’s emerging digital enterprise”

Forbes insights, March 2017

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Case study
ITSM process (example: Incidence)

An incident, report the incident ITSM frameworks

and tools

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Ex. Report the

incident
• Means to report

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

ITSM platform, an example

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

ITSM Tools

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

ITSM Frameworks

Information Technology Service Management

(ITSM) refers to all the activities, policies, and
processes that organizations use for deploying,
managing, and improving IT service delivery.

Organizations generally use a pre-defined

framework of best practices and standard
processes to provide a disciplined approach to
ITSM implementation.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

ITSM Frameworks
2017 Forbes Insights survey
on The State of Information
Technology Service
Management (ITSM) by
Surveying of 261 senior
executives from around the
world. This chart is the
outcome. The Forbes report
can serve as a reasonable
proxy for the worldwide state
of ITSM.
Forbes Journal , March 2017.
© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>
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ITSM in Academia

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

ITSM Module:
This module is designed as an introduction and
implementation of Information Technology Service
Management ( ITSM).

The module enables the students to Understand the role

of ITSM in enterprises and how an integrated ITSM
framework can be utilized to achieve IT business
integration.

The course will present a best practices framework ITIL.

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Module Assessments

Time/Number Weight Week

Qty. Note
of Words (%) Due

Assignments 2000 Words

1 30 9-14 Class Presentation
and Solo Project report

Mid-Term Exam 1 2 Hours 20 8 Scheduled

Exam (Final) 1 2 hours 50 15 scheduled

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Resources
1. ClydeBank Technology , ITSM: QuickStart Guide, ClydeBank
Media , 2016.
2. ITIL 4 Create, Deliver and Support, AXELOS Publication, 2021.
3. Randy a. Steinberg, Implementing ITSM: From Silos to
Services: Transforming the IT Organization to an IT Service
Management Valued Partner , Trafford Publishing, 2014
4. Louise Down, Good Services: How to Design Services that
Work , Laurence King Publishing, 2020.
5. Jan Van Bon, et. al., Foundations of IT Service Management
based on ITIL 3, Van Haren Publishing, 2007 [Available in UKH
library].

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>

 ITSM, Chapter I

Thank you

© 2022/2023 UKH, Professor Ibrahim Hamarash, PhD. <Ibrahim.hamad@ukh.edu.krd>