The misunderstanding of enterprise's understanding of IT service management

False recognition 1: "ITSM based on ITIL may only be suitable for a particular field/industry, which is not applicable to us"

Different countries and different industries have differences in culture, business ideas and government operations. However, the similarity between IT systems is greater than the difference in terms of technical attributes.

Simply put, when the day-to-day work of the business and government departments depends on the computer system, it is necessary for the professional IT staff to provide operational, maintenance and support services to the information system, to address the user's queries and to plan for future IT service delivery (service Delivery).

So, whenever IT pros are delivering IT services, they are bound to follow certain procedures and rules--whether they are formal, documented, experience, and intuitive--and these programs and rules still exist. In addition, because IT service professionals will support a large number of users, he also needs information systems, network management tools, and service management tools to automate repetitive, error-prone operations and deal with a large number of issues such as warnings, changes, and so on.

As business and day-to-day work become more reliant on information systems, the more we need to be able to provide and support it applications by consolidating people, business processes, and technologies. So a set of specifications and guidelines, this is what people need to do to guide the operation of the service Desk by condensing a number of best practices, planning for future services capacity requirements, handling technical issues, planning upgrades and repairs, resuming plans for any disaster development, and successfully interacting with users.

Error recognition 2: IT service management based on ITIL cannot adapt to different organizational sizes "

The introduction and practice of ITIL's company is just beginning to assume that ITIL's integrity must be guaranteed. So even for some small IT departments, a common misconception is that the ITSM team requires at least 10 to 20 people (Editor's note: ITIL's overall framework includes 10 major processes), each of which requires a manager.

In fact, ITIL can be implemented according to the size of the organization, and many tasks can be merged by one person. For example, configuration, change, and release management are relevant and interdependent, so it seems more appropriate to manage these three processes by one person in a small IT department. Similarly, users can enable help desk managers to take care of help desk/event, problem management, and availability management. As a result, the best IT service management practices can be scaled down and the benefits achieved in the SME environment are the same as in large enterprises/organizations.

Similarly, ITSM can also be expanded by the scale of the enterprise. As the workload increases, there will be more change requests, more events being credited to the Help desk log, and so on. The greater the need for automation in each section, the more you need teams rather than individuals to solve these problems. The success of IT service management based on ITIL in multinational companies such as AXA Group and Proctor & Gamble shows that IT service management can indeed be scaled up effectively.

Error recognition 3: "ITSM requires implementation of configuration management based on ITIL, but it's too hard."

The best practice theory holds that configuration management (Configuration Management) has an exceptionally important core value for effective IT service management and should be in the first batch of implemented processes. The "first implementations" are said to be because without the support of the configuration management and change Management database (CMDB), the other processes are not obvious and doomed to be imprecise and quickly obsolete.

Configuration management is often considered a itsm "super charger" because it enhances the effectiveness of many other processes. If there is a precise CMDB, the help desk (Service Desk), event (Incident Management), Problem management (Problem Management), change management (changing Management) and publishing management (release Management) will benefit greatly. Configuration management for service continuity management (IT service continuity Management), it Finance Management (it Financial Management), and service level management Management) can also have a lot of help. In fact, all processes can benefit from the implementation of good configuration management in varying degrees.