Four 

Perspectives of IT Service Management

ITSM stands for Information Technology Service Management. ITSM
manages, delivers, and implements IT services to meet an organization’s
needs. It is also the process of designing and improving IT services that a
business offers to its end users.
The term ITSM is used in many ways by different management frameworks and organizations seeking
governance and increased maturity of their organization. This term rotates across four perspectives of
IT Service Management.

 People Perspective
 Process Perspective
 Product/Technology perspective
 Partners/Suppliers Perspective
These are also known as attributes of IT Service Management.

Here are some details that will provide you more information across these 4 perspectives of IT
Service Management

People Perspective

1. Definitions of roles and responsibilities for the people involved including staff, customers and
other stakeholders involved.
2. Concerned with the “soft” side – staff, customers and other stakeholders e.g. do staff have the
correct skills and knowledge to perform their roles?
Process Perspective

1. Description of the processes required to deliver and support various services for customers
2. Relates the end-to-end delivery of service based on the process flows
Product/Technology perspective

1. The purpose primarily being to deliver and support the technology or products needed by the
business to meet key organizational objectives or goals
2. Takes into account business services, hardware and software, budgets and tools
Partners/Suppliers Perspective

1. The management of external suppliers (Partners) involved in the delivery and support of the
technology and products being delivered and supported by IT
2. Takes into account the importance of Partner and external supplier relationships and how
they contribute to Service Delivery
The Benefits Of ITSM

ITSM has become an integral part of any organization. ITSM manages IT

services in a simple and straightforward manner. There are a lot
of advantages or benefits of ITSM. Here are some of them:

1. Improved ROI or Using ITSM helps increase your business’ ROI. IT services bec
Return of Investments increase in productivity.

An increase in production means more revenue. This is one of

2.Saves you money Using ITSM tools saves you money and time in the long run. U
They can do work faster than before. There is an increase in p
deadline.

Saving time and money is always a possibility. You can use th

marketing.
Managing assets Using ITSM tools can improve your organization’s asset mana
observed 24/7. This includes tracking their usage as well.

You can also report any changes to IT assets faster. This help
assets. This is one of the great benefits of ITSM.
Reduces dispute in the Companies suffer from occasional clashes between departme
workplace plan, people blame their faults to others.

Using ITSM tools will prevent this kind of scenario from happe
prevent people from clashing with others. This is one of the am

what are the issues of related to itsm:

 Lack of effective communication in driving/resolving MIM calls

 Resources don’t meet client service delivery expectations especially
on quality and providing value
 People don’t have knowledge/experience or a good understanding of
the infrastructure landscape/environment and how it’s structured
 People are mostly task-oriented
  Process managers don’t exhibit leadership qualities, especially when
driving major/critical incidents 
Explain ITIM and business process:-
Information Technology Investment Management (ITIM) is a management process that
provides for the pre-selection (identification), selection, control and evaluation of
business need-driven information technology (IT)

ITIM uses structured processes to minimize risks, maximize return on

investments, and support Commonwealth agency decisions to maintain, migrate,
improve, retire or obtain IT investments. In addition, ITIM establishes a common
language for the Commonwealth to business proceses

 Organize IT investments and define their business value

 Evaluate and prioritize the investments
 Effectively manage change

Explain 4 Ps of the Service Strategy :-

 Perspective
 Position
 Plan
 Pattern

 The "Perspective" word in the ITIL 4P's of Service Strategy refers to your
vision and direction toward the services you provide. It also describes the
intent of how you want to communicate with stakeholders to achieve
this.
 In short, it’s the vision statement of your organization.

Position:- The word “Position” defines how you are going to differentiate your
organization from your competitors. That Means, answering the question:
what is your unique value proposition? What is your company’s market position
in all aspects of business?

Plan:-
The word "Plan", in the 4 P's of Service Strategy, describes the actions you are
going to take in order to achieve the established goals and objectives.
It mainly focuses on the financial budgets, your portfolio of services, plans 

Pattern:-The "Pattern" represents consistent decisions and actions you plan to

take over time; this means the organization's fundamental way of doing
things.  pattern can also be thought of a series of ongoing actions  which
enables the organization to run smoothly

EXPLAIN PRINCIPLE OF Service Measurement :-

There is a strong emphasis on metrics and performance indicators in service
management.  There is a need to show to the business that IT services deliver value
as promised by the IT organization. This need leads to a continual monitoring and
measuring of service delivery and the underlying processes. To make use of these
data a service management system
Agency principle
Knowledge Management Principle
System Principle

Who is the services ? what are the type ?

As defined by ITIL, an organization supplying Services to one or more
Internal or External Customers is called as Service Provider.
 Internal Service Provider,
 External Service Provider,
 Shared Service Unit