Shulou(Shulou.com)06/03 Report--

Author: Yi Zai Ake time: 2014-08-11

Title: what exactly is IT Service Management

After nearly three decades of development and evolution, IT service management based on ITIL (IT Infrastructure Library) has become the mainstream reference framework for enterprises. So why is IT service management so important? What is the important role of IT service management for enterprise informatization?

From a historical point of view, IT was mainly used as a supporting means for various functional departments to improve office efficiency. With information systems, enterprises can throw away traditional paper and pens, and instead record, query and statistics through computers. This way achieves information sharing and improves work efficiency.

However, the information system that meets the needs of each functional department is more from the point of view of each functional department of the enterprise. This kind of shaft application makes the coordination and information sharing between functional departments very difficult. In order to solve this problem, a process-oriented system design method is proposed, which is the second edition of ITIL.

Although the second version of process-oriented ITIL solves the problem of coordination and information sharing among functional departments, it still has some shortcomings, that is, it is difficult to analyze problems in the whole life cycle from the perspective of enterprise strategy, so there is the third edition of ITIL.

The above is a brief description of the development of IT service management, so why did ITIL become IT service management again? This is also due to the proposal of service-oriented architecture, the emergence of service-oriented architecture not only solves the problem of the connection between foreground business and background technology, but also solves the measurement of IT value and the management of IT. If the front desk business department puts forward requirements, you can sort out these requirements into business services, including task services (such as order issuance), entity services (such as customer data query) and shared services (such as exceptions, logs, etc.). The reason for sharing is that other services are usually used, so imagine which service does not require exception handling and logging.

In addition, the emergence of IT services also solves the problem of IT value measurement. Without IT services, it is impossible to depict customer needs (just like going to a restaurant without a menu), and the cost-effectiveness of IT services cannot be measured without IT services (just like making a bowl of noodles but not knowing the cost of this bowl of noodles).

Last but not least, the emergence of IT services makes IT more manageable. IT services, like water and electricity, have "quantity" and "price". Through quantity and price, we can calculate the income of IT services, as well as the cost of resources that IT services rely on, so such IT services can be managed and used like enterprise products. (end)

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