The term Information Technology Service Management (ITSM) or IT Service Management is used differently by companies, which initially seek governance and an increase in the maturity level of their IT. But the official ITIL definition of ITSM is found in the Service Design volume, which describes it as “a specialized set of organizational resources that provides value to customers in the form of services.” Today, we’ll get to know the components of ITSM.
ITSM depends on the effective and efficient use of the components of ITSM, the four “P”s: Products, People, Processes, and Partners.
These represent the necessary competencies for the service provider to deliver, plan, or design a new service or modify an existing service. In the absence of any of these, service management will be compromised. Thus, the combination of these components of ITSM provides the necessary capabilities for an IT company, which must deliver and support business needs and specific requirements.
1. Processes
All IT Service Management processes need to be defined, including activities and steps. From this perspective, it refers to end-to-end service delivery based on process flows or workflows.
2. Products
Products are defined as services, systems, technologies, and mainly tools, as many of the processes need to be automated. From the perspective of Products or Technology, IT services, hardware, software, and budgets are taken into account.
3. People
Roles and responsibilities in the processes are included. From the people’s perspective, the IT team, customers, and other stakeholders are considered. Professionals must have the right skills and knowledge to perform their functions.
4. Partners
Partners include all suppliers, service providers, and solution vendors. Currently, due to the high costs and complexity of environments, it is essential to compose them in the IT service production chain. From this perspective, the importance of partners and external relationships with suppliers is taken into account and how they contribute to service delivery.
Obtaining IT service quality is about ensuring that all four perspectives are taken into account as part of continuous improvement in the IT organization. The same applies when designing new services or modifying existing services, in which these four perspectives must be considered and met, in order to allow for successful design, transition, and eventual customer approval.
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