Im/It Service Management

1910 WordsMay 11, 20118 Pages
Introduction Only the most progressive organizations are adopting best practices in IM/IT service management, while many IM/IT departments continue to rely on informal, “seat of the pants, “ error-prone processes. This leads to reactive “fire fighting” operating norms within IM/IT departments, when formal, proactive approaches would be more effective. Recent studies suggest that one of the most accurate indicators of IM/IT departmental effectiveness in delivering quality services is the percentage of unplanned work in which the departments is engaged (Glandon, Smaltz, and Slovensky, 2008, p. 170). Why does unplanned IM/IT work increase costs? Glandon et al. (2008) describes unplanned work as any activity in the IM/IT organization…show more content…
176). Incident management on the other hand, is the process by which “troubled calls” or incidents are managed to resolution. The goal of incident management is “to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained.” In most organizations with a central service desk function, all incidents are channeled through the service desk. Typically, central IM/IT service desks are organized to provide three levels of support. These levels of support include first-level support services, second-level support services, and third-level support services (Glandon et al., 2008, p. 179-180). Process management is the process by which recurring incidents are analyzed to determine and provide permanent solutions for root causes. The goal of problem is “to minimize the adverse effect on the business of incidents and problems caused by errors in the infrastructure and to proactively prevent the occurrence of incidents, problems, and errors. Problem management is focused on determining the underlying root cause of incidents (Glandon et al., 2008, p. 182-183). Change management is the process by which changes are introduced into the computing environment of an organization. To effectively administer needed changes to the IM/IT infrastructure, organizations generally have in place a change review or committee or change advisory
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