ITSM (IT Service Management)


In today's fast-paced world, one of the biggest challenges of IT organizations and companies is spending less and achieving the most.

This will be represented in different parts of the organization. Such as increasing Efficiency of staff working hours, utilizing all the potential in the business and creating new opportunities according to real needs. Having new technology and hardworking employees alone is not sufficient. so it is important to have good and well established service management routines which will be the connecting ring between technology and staff.

ITIL® is the abbreviation for the guideline IT Infrastructure Library. The main focus of the development was on mutual best practices for all British government data centers to ensure comparable services. Today ITIL is the worldwide de-facto-standard for service management and contains broad and publicly available professional documentation on how to plan, deliver and support IT service features.

Since software projects are established in IT departments of organizations and even the requests of sub Organizations usually flood to the IT department, managing such requests are necessary. Recent approaches to manage customer requests is manual and imperfect in many ways:

  • Failure to record all logs relating to the creation and development of a system (that of the customer requests to deliver the system to the customer).
  • Prolongation of projects due to lack of proper definition and structure of administrative procedure.
  • Confusion of contractor representative (Developer) on how to deliver the source code, and the absence of SPOC within the enterprise.
  • Induce security vulnerabilities due to lack of proper structure and Code Review.
  • The existence of informal relationships between channels and different parts of the Organization, such as DBA, Datacenter and lack of coordination.
  • Unable to restore a system to a previous state (Rollback).
  • Non efficient use of organizational work force (a person must be full time engaged to do some routine tasks).
  • Since almost all stages of the work are chained together, the delay in the implementation of each of the steps will affect the entire service.
  • The existence of duplicate problems and bugs in systems

Release management system is introduced to overcome mentioned flaws which is implemented according to ITIL and ISO20000 standard. It consists Service Delivery and Service Support that will cover all stages of software project development and support phase. With logging events in a knowledge base, valuable information about the project will be gathered which helps more rapid and reliable development of next projects.