Four Perspectives of IT Service Management

Story Highlights

• 4 Perspective of IT Service Management
• People,Process,Technology & Suppliers
• Also called as attributes of IT Service Management

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Four Perspectives of IT Service Management

The term ITSM is used in many ways by different management frameworks and organizations seeking governance and increased maturity of their organization. This term rotates across four perspectives of IT Service Management.

• People Perspective
• Process Perspective
• Product/Technology perspective
• Partners/Suppliers Perspective

These are also known as attributes of IT Service Management.

Here are some details that will provide you more information across these 4 perspectives of IT Service Management

People Perspective

1. Definitions of roles and responsibilities for the people involved including staff, customers and other stakeholders involved.
2. Concerned with the “soft” side – staff, customers and other stakeholders e.g. do staff have the correct skills and knowledge to perform their roles?

Process Perspective

1. Description of the processes required to deliver and support various services for customers
2. Relates the end-to-end delivery of service based on the process flows

Product/Technology perspective

1. The purpose primarily being to deliver and support the technology or products needed by the business to meet key organizational objectives or goals
2. Takes into account business services, hardware and software, budgets and tools

Partners/Suppliers Perspective

1. The management of external suppliers (Partners) involved in the delivery and support of the technology and products being delivered and supported by IT
2. Takes into account the importance of Partner and external supplier relationships and how they contribute to Service Delivery

Association between these four perspectives of IT Service Management

Association or linkage between these four are major since these four acts as pillars of IT Service Management in any organization. These four perspective does not have predefined sequence however as per my understanding and knowledge we can place them as below:

• To setup ITSM practice in any organization one will need first human resources – “People”.
• These human resources will then define the required processes and procedures required by the organization – “Process”
• These process and procedures defined will define the technology or product roadmap and requirements to execute these processes – “Technology”
• Once the process & technology requirements are defined this will be partially or fully addressed by outsourced suppliers. These suppliers as per their specific specialized domain and skills set.

If you need more information you can refer to official ITIL website here.

I hope that you enjoyed this article and able to understand four perspectives of IT Service Management. These are purely my views based on my experience. Please provide your feedback in comments section or if you need to add any thing to this article. Keep the technology moving…