ITSM Principles

Objectives 4-6
Information Technology Service Management (ITSM) principles give the IT manager the guidanceto define and ultimately control the processes that underly IT functions. Processes, though, require people to exectute and technology or tools to automate. Process without people trained and responsiblefor the processes will be ineffective and will eventually fail. People executing processes without technology or tools to automate will also fail, particularly in an environmental complexity that prohibitsthe manual execution of processes.

ITSM seeks to standardize and stabilize the infrastructure. The principles underlying Configuration Management provide the controls to standardize the infrastructure. The proactive aspect of Problem Management lends the stability that is so vital to an efficiently managed infrastructure.

When all the processes identified by the ITSM framework come together, are properly measured, aligned with the business drivers, executed by trained personnel and automated through tools that exploit their abilityto manage the complexity and account for the interdependencies, you have the foundations to deliver IT services efficiently and effectively.