I want to call myself as ITSM professional, rather than an operations or Support guy. The quest to know more about what I wanna call myself lead me to discover a few facts I never heard of inside my company.

Inside Microsoft IT, the term ITSM means simply a tool. This is a web based UI tool with SQL server in the backend, used by Service Management Division(SMD) division of Microsoft-IT. This is obvious(in a way) for the people of MSIT (I am writing from India point of view as I don't have full perspective of Redmond IT), who has been in this jouney since 2007 June with a view to 'Align our IT operations as per MOF and ITIL practices' ; and suddenly by the end of 2009 they hear one new tool is coming called ITSM.

But, in reality, ITSM is a much bigger term. I have always been fascinated by the term ITSM and gave a search in bing, and I stood correct.

As per wikipedia,

IT service management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:

Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers.


To differentiate it from ITIL( IT Infrastructure Library) - ITSM is a set of process that detail best practices based on ITIL standards to enable and optimize IT services in order to satisfy business requirements and manage the IT infrastructure both tactically and strategically.                        (Curtesy: www.itsm.info/)

Now to promote IT Service Management & ITIL areas and also to act as a common platform for all IT Service Management professionals worldwide there is one international organization- ITSMF International (http://www.itsmfi.org/). This not-for-profit organisation is a prominent player in the on-going development and promotion of IT Service Management "best practice", standards and qualifications and has been since 1991, when the UK Chapter started as the foundation Chapter.Globally, the itSMF now boasts over 6000 member companies, blue chip and public sector alike, covering in excess of 40,000 individuals spread over 50+ Chapters. For India, this is the organization's URL- http://www.itsmfindia.co.in/.

This is just to begin with. I will write more about this, and also about my expedition(we use this term here in MSIT) with ITSM.

-Manjit Nath (Zing)