itSMFA Membership Overview Membership Overview

What is ITSM IT Service Management (ITSM) is not just the Helpdesk!! Although many often jump to that conclusion. ITSM is a general term that describes a strategic approach for designing, delivering, managing and improving the way information technology (IT) services are delivered and supported within an organisation. It embodies best practice as described in the IT Infrastructure Library (ITIL © ). The goal of every IT Service Management framework is to ensure that the right processes, people and technology are working together to assist the organisation in meeting its business goals. Traditional IT becomes Technology focus “ "Fire-fighting" “ Reactive “ Users “ Centralised, in-house “ Isolated, silos “ "One off", adhoc “ Informal processes “ IT internal perspective “ Operational specific “ ITSM Process Process/Business Value focus Preventative Proactive Customers Distributed, sourced Integrated, enterprise-wide Repeatable, accountable Formal best practices Business perspective Service orientation

itSMFA Membership Overview Membership Overview | Page 2