Экономические науки/6. Маркетинг и менеджмент

Tazhbayeva A.M.

Karaganda economic university, Kazakhstan

The use of the ITSM principles at the enterprises

The purpose of IT service management processes is to promote the improvement of IT services quality. The quality management and control of processes are part of the enterprise and its policy. The majority of offered systems is directed on automation of a customer support department of Service Desk and the related operative processes of ITIL/ITSM. Each enterprise is aimed at the performance of the corporate purposes and mission, the solution of strategic tasks and realization of the chosen policy. Each group of works promotes the solution of objectives so that to achieve the objectives.

Such groups of works organized between them are called as processes. In case the process structure of the organization is accurately defined, it gives answers to questions:

• What has to be executed.

• Expected result.

• How to define work to receive expected result.

• How the results of performance of one process influence results of other processes.

A process is the sequence of works aimed at transformation of entrance data (information, documentation etc.) into output data. [1, page 1]

For obtaining the information on what the result of process performance will be, it is necessary to check an entrance and an exit of each process approximate to the characteristics of quality and to standards. As a result of it there are the processes chains on which it is possible to trace what occurs in the organization and what result has been achieved, and also to define control points in these chains in which monitoring of products quality and services provided by the organization is carried out.

The majority of the enterprises have hierarchical structure. They consist of the divisions uniting the groups of employees. There are different approaches when forming divisions, for example, on the customer type, the product, the region or the scope. As a rule, some departments simultaneously participate in providing IT services and several fields of experts activity are mentioned. For example, if there is an IT service on providing access to data of the accounting program on the central computer, so several divisions will be involved in it. The IT center will have to provide access to the program and a database, the data-transport service and telecommunications will provide communication with the IT center, and division of personal computers support will provide the users with the access to the program. In processes in which some divisions participate, quality control of services is made by monitoring of certain parameters of quality, for example, such as the availability, the power of IT means (carrying capacity), cost and stability. Then the organization providing IT services compares the results of quality monitoring with needs of the customer. The structure of such processes guarantees obtaining the qualitative information on service so that it was possible to strengthen the control and planning of services.

The purpose of IT service management processes is to promote the improvement of IT services quality. The quality management and the control of processes are part of the organization and its policy. [2, page 25]

In a number of the enterprises the use of the ITSM principles allowed to reduce the support service at the expense of an exception of duplicated functions. Such experience is useful, but many IT heads are interested in keeping the personnel and the level of investments into IT as a whole. Doubts of the senior managers are often connected not so much with the fact of investments into IT, but with the way of use of these investments and return level from them. Especially it is important for such constant expenses, as payment to the employees. Existence of the worked schemes of performance in the organization - procedures, duty and working instructions - gives the answer to a simple question – who is doing and what he is doing. And, as the result, the general scheme of the personnel involvement and ways of ensuring growth are put together. It is especially important in the presence of a strategic problem of the business economic growth demanding the appropriate growth of IT service. The investments into the IT personnel become the mutually advantageous tasks clear both to business, and IT.

Providing the necessary services of appropriate quality is based in ITIL/ITSM on the process organization of IT service work. For the ITIL/ITSM model two groups of processes providing support of IT services (Service Support) and their delivery (Service Delivery) are central. The processes of services support group are also called operative as they include the daily functions of the IT center providing realization of IT services. Processes of the second group refer to tactical ones, guaranteeing service with the set quality. The majority of the offered systems is directed on automation of a customer support department of Service Desk and the related operative processes of ITIL/ITSM. However the database support of configuration management and closely related decisions on management of IT assets also refer to cornerstones of ITIL/ITSM automation.

For implementation of ITIL recommendations at the enterprise it is necessary to organize the project or even the target program. At that not "blind" application of ITIL recommendations is necessary, but their "adaptation" to conditions of concrete organization activity. The primary activity in the project has to be directed on reengineering of IT activity processes, thus it is required to accept and coordinate a huge number difficult, and sometimes radical and unpopular decisions with representatives of all divisions. In most cases realization of service ideology demands change of the IT services work principles and affects the activity and interests of practically all personnel; as a rule, it is necessary to form a new corporate culture in IT service. During the project the relationships practically with all business divisions are reconstructed; to consider the conflicts of interests, policy, ambitions of employees and divisions. A large volume of works has to be executed in a short time, and all works are performed under control of the senior managers of the enterprise. These and some other factors significantly slow down and sometimes complicate ITSM projects.

The project of Naumen Service Desk information system in the group of Kazakhmys companies entering ten the largest global manufacturers of copper. The realization of service approach in management of IT processes on the basis of the system developed at the enterprise has increased the control and the quality of staff service of territorially distributed group. [2, page 36]

Naumen Service Desk is the software product for management of customer service and technical infrastructure. Its opportunities allow automating activity of IT divisions and the customer services dealing with the service of external or internal contractors.

The application of Naumen Service Desk allows:

• to build effective work of a support service;

• to realize service model of IT management;

• to provide full-rate management of enterprise IT assets;

• to simplify and make transparent interaction with consumers of IT services;

• to provide management of development projects;

• to form the diversified reporting about activity of IT and customer services.

The project has been done by specialists of the NAUMEN and "Kazakhmys" companies.

For improvement of staff service quality of territorially distributed group it is required to carry out the following tasks:

• to construct the uniform information environment of IT services management;

• to regulate activities of IT division for delivery and support of IT services on the basis of use of ITIL/ITSM recommendations.

Bibliography:

1. Pototsky M. Management IT services./Pototsky M. – Moscow. : "Open systems", No. 01, 2004. -2 pages.

2. Jan Van Bohn. IT Service management. Introduction./Jan Van Bohn - Moscow. : Page ITSMF, 2009.-350.