IT Service Management (ITSM) is a process-based management practice that aligns the delivery of information technology (IT) services with the needs of the business by emphasizing outcomes that provide benefits to customers. IT organizations provide a wide variety of services that include infrastructure support, application development, and application support.
In the foollowing articles we will show how an ITSM strategy will improve overall performance and effectiveness of the IT organization. How a service management strategy enables the IT organization to focus on providing improved services to the business in addition to managing projects and developing software.
We will focus on software maintenance as one of the most significant elements of an ITSM strategy. We will review the functions within a Software Maintenance organization and how they can be improved with an ITSM strategy.
We will introduce the IT Infrastructure Library (ITIL) Service Management lifecycle as a guide for developing an ITSM strategy for software maintenance. We will also discuss how a service-oriented approach to software maintenance helps improve IT service capability and performance.
What are the problems that are associated with narrowly viewing software maintenance as a discipline that focuses only on “fixing bugs and mistakes.” By viewing a software maintenance organization from a functional perspective, we can establish a stronger focus on IT Service Management. This focus allows IT organizations to improve overall performance and service delivery.