Running head: IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE

IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE

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IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE 2

Table of contents
Introduction......................................................................................................................................3

Introduction to Service Management...........................................................................................3

Governance Risk, Service Strategy, Service Design, and Service Transition.............................4

Service Operation, Continual Service Improvement and Business Relationship Management. .5

Financial Management for IT Services and Demand Management............................................6

Capacity Management and IT Service Continuity Management.................................................7

Information Security Management, Problem Management and the Seven-step Improvement

Process.........................................................................................................................................8

Measurement, Metrics and the Deming Cycle............................................................................9

Work Plan..................................................................................................................................10

Conclusion.....................................................................................................................................10

References......................................................................................................................................11
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Introduction
The major objective of this assignment is to grasp the weekly lectures and discuss the major
points. This is a quick revision to all the topics discussed each week and to summarize the
contents and topics of the lectures. The lecture was focused on the IT services, it's working, and
the ethical cultures of the IT industries.

Introduction to Service Management

Information technology widely describes every facet of the management of information within a
firm. It contains all the details about the firms, hardware to the applications, database, and the
OS. IT services offer users services as per payment, as the users don’t need to buy the services.
The users can simply use these services for design, plan, execution, etc. whenever they require
without having to permanently buy the services (Cots & Casadesús, 2015). ITSM provides an
awesome way for people to showcase their skills and make a name in the software and IT
industry. Most IT firms are using the best practice concept to deal with client demands. That
means to provide the best solution as per the payment. ITIL provides all the necessary data to the
experts so that the users can seamlessly get the IT services (Guimaraes et al., 2015). ITIL acts as
the backbone for managing and analyzing their performances. IT service cycle approach defines
the value of control and coordination among the different sets of events and departments in the
IT firm. It facilitates in designing strategies for the impoverishment of the services provided by
IT professionals (Jaakkola, Helkkula & Aarikka-Stenroos, 2015).
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Figure 1: IT Services Life Cycle

(Source: Self)

The system continuously works on improving itself. From operation to design to transition, the
system works continuously to improve its strategy.

Governance Risk, Service Strategy, Service Design and Service Transition

IT industries also require proper governance in order to operate efficiently. Governance in the IT
firms analyses the strategies, plans, etc. that are in turn, managed by the management teams
(Elshandidy & Neri, 2015). Standard forms of governance involve ISO/IEC 38500:2008. This
standard facilitates the top management in fulfilling their ethical, legal, and regulatory
obligations. Six philosophies for good governance comprises of human behavior, conformance,
strategy, acquisition, responsibility, and performance. ITIL framework acts as a support system
for IT services. Effective management of the IT infrastructure library is the key to the successful
operating of the IT services. Risks are associated in this industry includes the challenge that will
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harm the organization or may hinder the process of achieving the target. Nevertheless, to
minimize the risks associated with IT firms, risk management is essential. There are three types
of IT service providers. Type I provides internal service. These smallscale units are combined
together to form the corporate department. Type II provides shared-service and these are not that
crucial for the IT department. It generally includes finance, HR, and logistics management. Type
III are the external bodies that compete in the marketplace. Business plans of IT industries are
centered on perspective, plan, position, and pattern. Perspective aligns the vision and direction of
the firm with the consumers (Lundqvist, 2015). Positioning means preparing the base strategy for
the firm. The plan means developing the proper blueprint of the road to the future. The pattern
defines the consistency in the decision-making. IT firms provide clients with multiple services
that in turn solve one main problem. This enhances the customer satisfaction level. Moreover,
the service option is being given to the clients so that the individuals can select utility and
warranty over their package. Service design develops the plan of action that organizes people,
and the communication network. A service design reduces costs, pace up knowledge of latest
technologies, better governance, improvements, etc.

Service Operation, Continual Service Improvement, and Business Relationship

Management
Service operation monitors the day-long business workings of the IT industry. This stage is the
functional level, whose model is prepared in the service strategy and confirmed through service
design. Four balances in this phase include Internal v/s External IT views, Stability v/s
Responsibility, Quality v/s Cost, and Proactive v/s Reactive. This stage-manages the designs
made in the first stage. It is very much cost-effective and makes consumers more and more
active (Qu, et al., 2016).

Continual Service Improvements analyses the business and recommends possible improvements.
It attempts to identify the gaps prevailing in individual activities. It is beneficial for trading as it
increases the process and returns on investment increases and organization profits from the
modifications (Joshi et al., 2016).

Business relationship management manages the relationships between customers and the
enterprise. The more the relationship is stronger, the better it is for the firm in order to expand
their businesses to the next level, hence keeping a strong relationship with customers and the
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clients is a must. In order to expand the business, the firm must consider all the possible clients
to target so that the business runs for a long time (Mitrega & Pfajfar, 2015).

Financial Management for IT Services and Demand Management

Financial management is the most crucial facet for any industry. Finance is what builds up the
firm, if the finance goes down, the whole enterprise goes down. The main functionalities of
financial departments of IT firms are budget, accounts, and charge. The main focus of financial
management is that all the financial transactions, like sales, expenses, etc. are done properly it is
not causing much harm to the firm (Karadag, 2015). Budgeting facilitates the balance between
the planned expenditure and expected income of the firm. This aids in curbing irrelevant
expenses. It is monitored periodically. Accounting is the approach that the IT firms adopt to
maintain the record about the expense activities of the firm. It uses ledgers, journals, and charts
of accounts to maintain the records. Bills are given to the customers for the amounts the
individuals pay as charges for the services availed. Charging is essential as it makes the
operation of the firms smooth.

Demand management is one of the most crucial parts of the enterprise. It balances the load over
the employees. It measures and determines the demands of the customers and sets up the plans
accordingly (Stein, Arnold & Anderson, 2017). It assigns more employees to the demands
having more complexity. Hence it reduces the wastage of manpower as more employees
assigned to the less complicated task may waste the efforts of employees as the task that can be
completed by 1 employee is assigned more than 2-3 employees.

Capacity Management and IT Service Continuity Management

Capacity management defines the assignment of IT resources to achieve future requirements and
current demands. It manages human resources as per the client's demands. The capacity of the
individuals is directly influenced by CM. The balancing act takes into consideration two major
factors: demand v/s supply and resources v/s costs. Capacity management makes sure that the
resources are not at all wasted and the demands are being serviced as per the resources in the
proper fashion (Lam et al., 2017). Capacity management monitors business capacity
management, service, and component capacity management. Business capacity management
evaluates the trends of trade events that are derived from demand management. Service capacity
correlates business capacity with service users. IT industry has a continuous flow of work and IT
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service continuity management focuses to monitor the risks associated so that the industry
functions smoothly and constantly. It conducts business impact analysis on a regular basis to
make sure that the futuristic actions are in alignment with the changing dynamics of the business.
Regular risk evaluations are carried out to avoid hindrance at IT operations. Business Impact
Analysis monitors the role of downgraded IT services to the IT firm. It tries to evaluate the
critical functions of the unit that is essential for its success.

Information Security Management, Problem Management, and the Seven-step

Improvement Process
Security is a major concern for the IT industry. Information security is one of the most important
requirements for IT firms. The data and information are stored digitally, hence any malicious
program can hack into the system and access all these data, some of which might be private
(Safa, Von & Furnell, 2016). Hence proper security of these data and information should and
must be the top priorities for any IT firm. Moreover, with the expansion of digitization all over
the world, it is now easier and more dangerous for malicious programs and industries
respectively.

Problem management measures all the problems related to the IT firms and determines the
proper solutions for them after analyzing each and every problem. IT firms face several amounts
of problems almost on a daily basis and they must have the proper management tools in order to
sort these out and solve them. From the non-satisfaction of clients and customers to the internal
affairs and problems of the firm, problem management takes care of everything. Proactive firm
of problem management assists in preventing prospective incidences (Lehikoinen & Haapasaari,
2019). It is not at all an easy task to measure and work upon each and every problem of the
industry, hence, the problem management team should take their time and carefully execute the
solution in order to avoid making the problem even worse than before.

The seven-step improvement process frequently analyses business activities to identify the
problems and try to improve the situation in the portion of the business life cycle. It is based on
the Deming Cycle, which states PLAN, DO, CHECK, and ACT.
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Measurement, Metrics and the Deming Cycle

Measurements mean measuring the developments and demands of the firms with respect to the
expectations and requirements of the clients and determining whether or not the company is
making/developing the product as per the requirements. Measurement is used to corroborate the
preceding resolutions, and to direct the next course of action. It provides proof of justification
that the course of decision is being made. It aids in setting up targets and paves the path to
achieve those predefined goals (Ho & Ting, 2016). It helps the organization in framing the
corrective measures that need to be taken to minimize losses. Metrics are the facets, are that
considered while measuring the dynamics of the firm. However, these should be unambiguous to
ascertain effective remedial action. Three different types had been identified and used ITIL.
Process metrics are utilized to measure compliance, quality, performance, the value of the
service provided by the IT firms. It helps in recognizing the improvement opportunities in the
processes. Technology metrics are able to identify the failures in the technological components
on which the IT industry depends to provide service. Service metrics are used to measure and
identify the gaps in end-to-end service.

Plan assists in defining the measurement factor on which the action is to be taken in the near
future. Do, steps up the collection, and processes the data so the faster execution of the plan can
take place. Check gathers the data and analyses it to form meaningful information which is later
used to figure out whether the system is working as per the expectations and requirements or not.
Act means the action performed at the very end, i.e. execute the final plan.

Deming cycle is facilitated project management, vendor development, process trials, problem-
solving, new product development, and maximizing the productivity levels.

Work Plan
After considering the lectures till week eight it has been found that it is very much important to
focus on the previous lectures and revise the contents for MCQ tests and other exams. Moreover,
it can be helpful to concentrate on finishing the assignment of content analysis as per the
scheduled plan in order to gain the expected result. Nevertheless, by self-assessment tests,
IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE 9

individuals or employees working in the IT firms will be to comprehend their understanding

level related to the subject matter or project assigned.

Conclusion
This is to conclude that the above report is focused on the detailed explanation of the major
topics that were covered in the 8 week periods that were focused on the IT service management
and the general professional cultures related to them. Moreover, this report consists of the
detailed explanations of the financial, service, problem, measurements, workflow and many
more management schemes that can boost up the IT industry and also the security measures to be
taken in order to protect the data and information from being leaked or misused. This report also
focuses on the techniques of how to manage different management schemes in order to provide
seamless operations of the firms and expand the business in the near future.
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References
Cots, S., & Casadesús, M. (2015). Exploring the service management standard ISO 20000. Total
Quality Management & Business Excellence, 26(5-6), 515-533.

Elshandidy, T., & Neri, L. (2015). Corporate Governance, Risk Disclosure Practices, and Market
Liquidity: Comparative Evidence from the UK and I taly. Corporate Governance: An
International Review, 23(4), 331-356.

Guimaraes, V. T., Freitas, C. M. D. S., Sadre, R., Tarouco, L. M. R., & Granville, L. Z. (2015).
A survey on information visualization for network and service management. IEEE
Communications Surveys & Tutorials, 18(1), 285-323.

Ho, C. C., & Ting, C. Y. (2016). Measuring crowd sourced analytics: A review. Inter-national
Information Institute (Tokyo). Information, 19(10B), 4891.

Jaakkola, E., Helkkula, A., & Aarikka-Stenroos, L. (2015). Service experience co-creation:
conceptualization, implications, and future research directions. Journal of Service Management,
26(2), 182-205.

Joshi, N. S., Gettings, A. M., Stevens, A. G., Ivers, L. D., & HOVLAND, B. H. (2016). U.S.
Patent Application No. 14/701,451.

Karadag, H. (2015). Financial management challenges in small and medium-sized enterprises: A

strategic management approach. EMAJ: Emerging Markets Journal, 5(1), 26-40.

Lam, S. K., Sleep, S., Hennig-Thurau, T., Sridhar, S., & Saboo, A. R. (2017). Leveraging
frontline employees’ small data and firm-level big data in frontline management: An absorptive
capacity perspective. Journal of Service Research, 20(1), 12-28.

Lehikoinen, A., & Haapasaari, P. (2019). Dioxins in Baltic herring and salmon: an inter-sectoral
decision analysis for optimal management of the problem. In SETAC Europe 29th Annual
Meeting.
IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE 11

Lundqvist, S. A. (2015). Why firms implement risk governance–Stepping beyond traditional risk
management to enterprise risk management. Journal of Accounting and Public Policy, 34(5),
441-466.

Mitrega, M., & Pfajfar, G. (2015). Business relationship process management as company
dynamic capability improving relationship portfolio. Industrial marketing management, 46, 193-
203.

Qu, M., Yu, S., Chen, D., Chu, J., & Tian, B. (2016). State-of-the-art of design, evaluation, and
operation methodologies in product service systems. Computers in industry, 77, 1-14.

Safa, N. S., Von Solms, R., & Furnell, S. (2016). Information security policy compliance model
in organizations. computers & security, 56, 70-82.

Stein, A. R., Arnold, T. A., & Anderson, G. D. (2017). U.S. Patent No. 9,569,804. Washington,
DC: U.S. Patent and Trademark Office.