Talk:IT service management

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Articles for deletion This article was nominated for deletion on May 21, 2006. The result of the discussion was nothing to do here.

In my understanding, IT Service Management is a generic term for the overall discipline. ITIL is a instance of a library that covers IT Service Management. There are other libraries considered part of the IT Service Management world: ASL, BiSL, ASPL, etc. I don't think it is appropriate to reduce ITSM just to ITIL.

Charles T. Betz 03:15, 26 February 2006 (UTC)

I agree, there are other standards, some based on ITIL like Microsoft Operations Framework and others not that use Service Management, there is a considerable overlap in their contents however so there is probably a good reason to keep the page (currently a stub I think) and add to it to clarify this.

+1

Mark G 16:34, 28 May 2006 (UTC)

There, I've added a more ITIL-independent take on it. Would love to get clarity on who coined the ITSM term first. Charles T. Betz 20:52, 28 May 2006 (UTC)

Continuing to work the page, some good material was added. I split out a new ITSM organizations section, made the references all the same type (opportunity for me to research preferred Wiki style, I was using the old style). I did delete the enumeration of COBIT - let's just keep a pointer to the COBIT material. I am considering deleting the enumeration of the ITIL sections within Service Support/Delivery as well, in the interest of brevity - those are exhaustively covered over on the ITIL definition. Charles T. Betz 15:25, 29 May 2006 (UTC)

nice work. thanks Pukerua 09:40, 2 June 2006 (UTC)

Contents

[edit] Expansion and clarification requests

 Please help improve this article or section by expanding it.
Further information might be found on the talk page or at requests for expansion. (January 2007)
  • What is the difference between customer-centric and "technology-centric" management strategies?
  • What are some examples of technology-centric management strategies?
  • What are some examples of the type of "back office" technology under consideration?
  • What types of companies are interested in this strategy? Do any profess to use it?
  • When did it become popular, if ever? Has it been superceded?
  • What do critics of this strategy have to say about it?
  • The concept of "Service" in an IT sense has a distinct operational connotation, but it would be incorrect to then assume that IT Service Management is only about IT operations. However, it does not encompass all of IT practice, and this can be a controversial matter.
What is the difference between "operations" and "IT practice"? Why is this controversial?
  • The article does not seem to contain any details about what a IT Service Management "strategy" actually entails. Though it appears there is no one standard set of recommendations, what are the most common points?
  • In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT - although its historical roots in IT operations may limit its perspective here.
Huh? What is meant by "here"? The article?

-- Beland 01:21, 31 May 2006 (UTC)

  • In what sense is ITSM an enabler of information management objectives? —Preceding unsigned comment added by Claudiobartolini (talk • contribs) 07:42, 17 February 2008 (UTC)

[edit] Reversions

I reverted the deletions of ECI and BISL. I am not affiliated with ECI in any way. Their library is a notable American alternative to ITIL, probably the only other coordinated set of books that can be said to provide an alternative full ITSM framework. I see no reason to privilege ITIL just because it is published by a (profit-making) arm of the UK government while ECI is fully private.

Not sure why BISL was deleted, I want to give this effort the benefit of the doubt for now. If it doesn't go anywhere let's revisit.

Charles T. Betz 02:40, 4 August 2006 (UTC)

I am continuing to revert well-intentioned purges of links to commercial ITSM publishers. As noted inline in comments, ITSM material (other than ITIL) is not particularly easy to find and I believe that these links are of service. The books will remain available through libraries and the secondhand market indefinitely, so I do not think that these references are ephemeral.

IT Service Management does NOT reduce down to ITIL. I would draw the line at advertising Accenture or other such consultants. Any ITSM books may provide useful material that can be used royalty-free (once the book is obtained). The OGC (ITIL's publishing arm) deserves no special privilege just because it is government-owned. Charles T. Betz 02:53, 12 August 2006 (UTC)

[edit] Infra Corporation

Firstly, I need to make a disclosure. I work for Infra Corporation in technical support. My request here is to have Infra Corporation added to the List of IT Service Management providers. infra Corporation have a significant list of large companies and has a large market share in Australia, and an ever expanding market share in the UK. infra makes a product call infraEnterprise and is ITIL certified. It does Incident Management, Problem Management, CMDB, Federated CMDB, Change Management, has a service level management module and a knowledge management module that is KCS certified. Without wanting to get into too many technical details (lest this be construed as spam), it uses a multi-tier architecture that is fairly flexible and customisable. Anyway, I was hoping we could add it to the list. I am also adding a request for Infra Corporation to be created, though I realise that as an admin and a long term editor I can quite easily do this myself. I really don't want to cause my firm or myself any grief by doing so, and I certainly don't want to cause any disruption.

I should also note that our marketing director approached me on the best way of having an article created about us and how to list us on this article. I am fully aware of the potential conflicts of interest, and I have rarely ever edited any articles about ITIL and certainly have never edited any articles about our competitors. If the article is created, I will largely stay away from it and ask for information to be added/removed/changed from the talk page, unless, of course, it is blatant vandalism. - Ta bu shi da yu 02:57, 6 February 2007 (UTC)

[edit] Removed links

Whether the editor has a personal interest or not, the webpages in question are merely there to offer book sales. To argue otherwise is absurd. The difficulty in finding the books in not WP's concern. Montco 04:50, 6 September 2007 (UTC)

Links should be addressed on a case-by-case basis. Helping readers find sources is indeed a valuable WP function. You may be right about some (I haven't looked at them), but based on what you've done on other articles, I'm reverting. See my comments on your talk page. Dicklyon 05:47, 6 September 2007 (UTC)

On a slightly different topic, I am reverting the removal of links to the Pink Elephant survey of ITSM and ITIL compatible software. That list was linked specifically to provide a neutral perspective on software that supports ITSM. Pink Elephant is an ITSM and ITIL consultancy that does not itself produce software, and that publishes evaluation criteria as well as verifying ITSM tools, and as such is the closest thing the industry has to a neutral voice. I am happy to hear counterarguments, but I want to have some discussion before the link is removed again. Tjarrett 03:18, 3 October 2007 (UTC)

I think that link needs to be justified before it is added. All I see is a deep link to a commercial website, promoting their own commercial verification scheme. I cannot see how it significantly adds to the explanation of IT Service Management. Quog
IT Service Management is process facilitated by software. Discussion of the process aspects of IT Service Management without the inclusion of information about software means that the article is incomplete. Yes, Pink is a consultancy, but they are the only organization out there that rates software applications specifically on the basis of their adherence to the guidelines laid down by the IT Service Management books of ITIL. If we need a section that talks about importance of software to ITSM processes, I can write that. 12:49, 18 October 2007 (UTC) —Preceding unsigned comment added by Tjarrett (talk • contribs)
That verification scheme is pretty well respected, though. - Ta bu shi da yu 07:24, 19 October 2007 (UTC)