What is it service management?

Time:

Title: what is it service management?

After nearly 30 years of development and evolution, IT service management based on ITIL (IT Infrastructure Library) has become a mainstream reference framework for enterprises. So why is it service management so important? What is the important role of IT service management in enterprise informatization?

From a historical point of view, it was initially used as a means of supporting various functional departments to improve office efficiency. With Information Systems, enterprises can discard traditional paper and pens, instead, you can use a computer to record, query, and collect statistics. In this way, information is shared and work efficiency is improved.

However, information systems that meet the needs of different functional departments are more from the perspective of different functional departments of the enterprise. This vertical application makes it very difficult to coordinate and share information between functional departments, to solve this problem, a process-oriented system design method is proposed, which is the second version of itil.

Although the process-oriented second version of ITIL solves the issue of coordination and information sharing between functional departments, it still has shortcomings, that is, it is difficult to stand in the perspective of enterprise strategy, the issue is analyzed throughout the lifecycle, so there is the third edition of itil.

The above is a brief description of the development process of IT service management. Why has ITIL become IT service management? This is also due to the proposal of the service-oriented architecture. The emergence of the service-oriented architecture solves the connection problem between the enterprise's front-end business and background technology, and also solves the IT Value Measurement and IT management problems. If the front-end business department puts forward requirements, you can sort these requirements into business services, including task services (such as order delivery) and physical services (such as customer data query) and shared services (such as exceptions and logs) are called shared because other services are usually used. Which service does not need exception handling or logging ).

In addition, the emergence of IT services also solves the IT value measurement problem. Without it services, it will not be able to portray the customer's needs (just as there is no way to order without a menu at a restaurant ), the cost-effectiveness of IT services cannot be measured without it services (just like the cost of making a bowl of noodles but not sure about it ).

Last but most importantly, the emergence of IT services makes it more manageable. IT services, like water and electricity, have a "volume" and "price ", the overhead and price can be used to calculate the income of the IT service product, and the resource occupation cost of the IT service. Therefore, such an IT service can be managed and used like an enterprise product. (End)

This article is from the blog of "Yi Zi AK's blog", please be sure to keep this source http://lifudong.blog.51cto.com/2357095/1538763