Learn what IT Service Management is and all the business areas that affect its ability to function at peak performance!

1. W H AT I S I T
S E R V I C E
M A N A G E M E N T ?
B Y : P H O E N I X T S

2. SERVICE MANAGEMENT
• Service management is a set of specialized organizational capabilities for providing
value to customers in the form of services.
• That being said, in the case of IT Service management, it refers to the act of ensuring
that IT services are aligned to business needs and actively support them.
So how does it work…

3. SERVICE MANAGEMENT RESOURCES
• There are three main types of organizational capabilities that are utilized during the
service management lifecycle:
– Organizational Processes
– People
– Technology
Let’s Get Into the Actual Lifecycle Stages…

4. ORGANIZATIONAL
OBJECTIVES
S T E P # 1 I N T H E I T S E R V I C E M A N A G E M E N T
L I F E C Y C L E

5. ORGANIZATIONAL OBJECTIVES
• These objectives are defined by your organization’s C-Suite and related to the business
objectives as a whole.
– Defined by Study.com* as “…short-term and medium-term goals that an organization seeks
to accomplish. An organization's objectives will play a large part in
developing organizational polices and determining the allocation
of organizational resources.”
• Once clearly defined, these objectives will feed into the 2nd step of the lifecycle.
*http://study.com/academy/lesson/organizational-objectives-definition-examples-
quiz.html
Organizational
Objectives

6. BUSINESS
PROCESSS T E P # 2 I N T H E I T S E R V I C E M A N A G E M E N T
L I F E C Y C L E

7. BUSINESS PROCESS
• These are the repeatable activities that your organization engages in order to meet the
organizational objectives defined in the first step.
Business Process

8. IT SERVICE
ORGANIZATIONS T E P # 3 I N T H E I T S E R V I C E M A N A G E M E N T
L I F E C Y C L E

9. IT SERVICE ORGANIZATION
• In order to carry out business processes, an IT Service Organization needs to be in
place.
• This organizational sector needs to be effective and efficient in its oversight in order to
facilitate business process and enhance the outcomes of it.
• Similar to the Organizational Objectives that are defined in Step #1, the IT Service
Organization develops its own concentrated objectives that every sector within its
department follows.
IT Service
Organization

10. IT SERVICE
MANAGEMENTS T E P # 4 I N T H E I T S E R V I C E M A N A G E M E N T
L I F E C Y C L E

11. IT SERVICE MANAGEMENT
• The actions of IT specifically are defined by the IT Service Organization. However, the
process of ensuring that these actions are delivered with a clearly defined level of
quality is in the hands of the IT Service Management department.
• This area is completely devoted to creating the IT processes that ensure the quality
and goals of IT Services are met.
IT Service
Management

12. TECHNICAL
ACTIVITIESS T E P # 5 I N T H E I T S E R V I C E M A N A G E M E N T
L I F E C Y C L E

13. TECHNICAL ACTIVITIES
• Until now, all areas of the Service Management and IT Service Management Lifecycles
have been dedicated to oversight and delegation but for any of this to produce actual
results work needs to be done and this is where the Technical Activities come into play.
• This portion of the lifecycle focuses solely on carrying out the activities defined by first
the Business Process and then again, from a technical standpoint, by the IT Service
Management sector.
Technical
Activities

14. IT SERVICE MANAGEMENT LIFECYCLE
• Overall each section feeds each other
to create a continual lifecycle. Even the
last step of Technical Activities feeds
the Organizational Objectives in that it
determines what is realistic from the
organization to achieve from the
perspective of manpower and current
work output.
Organizational
Objectives
Business
Process
IT Service
Organization
IT Service
Management
Technical
Activities