IT SERVICE MANAGEMENT

Information Technology Service Management

Information Technology Service Management at Purbeck

Executive summary

This report provides an analysis and implementation of the release and deployment management and Information Technology Service management processes of Purbeck Oil and Gas. The report presents the application of the processes and outcome of the changes. It also presents a comparison of the current IT systems prevalent in the company and the proposed changes that can be brought with ITSM processes. Many issues were found in the current structure which can be overcome after the implementation of the new processes. The report finds that current prospects of the company are not positive and IT processes needs to strengthen for many issues to be resolved. The recommendations for the smooth transformation from the current IT process to an improved process include considering the long term goals and then planning smartly, having thorough understanding of the ITSM processes before implementation and continual feedback from all the stakeholders so that corrective measures can be taken.

Introduction

Release management is the process of acquiring, determining, releasing and deploying changes into an Information technology (IT) environment (Ryder, 2009, pp.8). Services support processes are supported by the Service Delivery Management Strategy which then makes sure that the customers are provided the best possible services on time. Best practices and approaches to administer IT services are formulated in the documentation namely Information Technology Infrastructure Library (ITIL).

ITIL is the most applicable approach for the management of IT services. It provides an efficient framework for implementing and supporting IT services in a business environment. It provides guidance on the methodology and impact of the IT on the business and also provides ways with which a business can gain most from an IT investment. Organizations can benefit from ITIL by using IT as a tool to foster business renovation and expansion. One of the main objectives of ITIL is to help businesses make informed decisions by making sure that sufficient information is at their disposal to back those decisions. The objective of release and deployment management is to ensure release of correct components and also prevent the integrity of live environment. It also facilitates the integrity of the transition activities and ensures that all the deployment packages are able to be tracked, tested and verified. It also sets out the objectives of change within an organization so that any deviations, risk or issues can be managed and any corrective action can be taken. An effective release and deployment management can add a lot of value to the organization by making sure that changed services support the business goals.

Discussion

The Information Technology Infrastructure Library Version 3 (ITIL V3) framework approaches IT Service Management (ITSM) in terms of lifecycle of a business (www.ucisa.ac.uk). The Service Lifecycle formation provides insight into ITSM structure and it facilitates the improvement of service quality and also guides IT organizations into ways through which they can associate more closely with long term business objectives to create maximum value for their customers and ...