IT Service Management is the discipline applied to manage information systems in order to ensure that the services offered are continuously improved according to the perception of the customer.

 

The most accepted IT Service Management approach worldwide is ITIL (Information Technology Infrastructure Library). ITIL (Information Technologies Infrastructure Library) is an abbreviation consisting of the initials of words. It is called the Information Technology Infrastructure Library. ITIL service management methodology has been developed to manage IT services completely and at the best quality. ITIL guides its users to maintain the best service management.

 

ITIL consists of books that define service management concepts, guide to maintain the services in the best way, and detail the processes of providing services to its users. ITIL is not a turnkey solution. By adopting ITIL, you can use common terminology in service management and improve your organizational processes with experienced process examples.

 

How ITIL will be applied to service management processes should be determined by each organization according to its culture, structure and technology.

 

ITIL'S GOALS

 

• Bringing together best practices in service management,

• Collection and dissemination of service management focused experiences,

• To increase the quality of service,

• To reduce service costs,

• Increasing accessibility,

• Capacity adjustment,

• Ensuring efficient use of resources,

• Increasing scalability,

• To ensure service security, accessibility and continuity,

• Keeping IT in line with achieving the goals of the organization,

• Focusing on meaningful and priority issues in services.

 

Worldwide accepted IT Service Management standards are gathered under the name of ISO / IEC 20000.

 

 

What is the Purpose of ISO / IEC 20000?

 

ISO / IEC 20000 provides a basis for determining whether service providers are applying best practices and consistently implementing reliable, repeatable and measurable processes in their organizations. Since it is a process-based standard, the requirements are independent of the organizational structure of the organization or provide the necessary infrastructure from the tools used for the automation of service management processes, ISO / IEC 20000 legal certification systems and other audits.

 

ISO / IEC 20000 consists of the following four parts:

 

1) Management Responsibility (Article 3)

2) Service management planning and implementation (Article 4)

3) Planning or implementation of new or changed services (Article 5)

4) Service Management Processes (Articles 6-10)

 

Scope of Project Activities

 

• Identification of IT Processes and critical processes

• Determining the scope of service management

• Creating Service Catalog

Documentation studies

• Design Processes

• Management process

Problem management process

• Change the management process

Version and distribution management process

Configuration management time

CMDB

Internal control

• YGG

 

What is ISO / IEC 20000-1 IT Service Management System?

 

 

ISO 20000 IT Service Management for SMEs

 

Smaller companies also need standards to thrive. ISO / IEC 20000 shows you how to access best practice in BTAK and IT service management; it creates a framework for providing services that arise from business needs rather than just technology. ISO / IEC 20000 is suitable for both internal IT services and external providers.

 

Establishment of ISO / IEC 20000 for SMEs

 

Small organizations implementing ISO / IEC 20000 can achieve the same level of success as large companies. Regardless of the size of your company, you'll find that you can save money and improve your service quality thanks to the efficiency and effectiveness improved by ISO / IEC 20000. We know you can have tighter budgets and less time to manage ITIL technology requirements. and IT services. Therefore, we can eliminate the unnecessary costs and complexities of purchasing ISO / IEC 20000 by preparing service packs that will include only the services you need.

 

The standard creates a framework for integrating people, methods and technologies by allowing you to develop IT services that are managed and support company goals rather than just technological needs. Whether you have an in-house IT services team or manage external service providers, ISO / IEC 20000 sets up controls to measure and maintain consistent service levels.

 

The ITIL compliance of the standard allows you to regularly measure performance and find ways to keep improving. Moreover, better IT service management provides better customer service by strengthening your offerings when ordering.

 

Gap (GAP) Analysis

 

This study, which prepares reports by evaluating existing IT services in terms of competence, efficiency and sustainability, will show the compliance of the organization.

 

Service Catalog

 

It includes stages such as determining the services provided within the scope of IT services, redesigning them with the service concept, creating new processes, and evaluating the SLA and OLA durations.

 

Internal Control

 

Internal audit is carried out in terms of compliance with the ISO 20000 Standard. Helps identify nonconformities before external audit by writing a report.