{"id":333,"date":"2019-12-11T13:00:55","date_gmt":"2019-12-11T13:00:55","guid":{"rendered":"https:\/\/www.ebi.ac.uk\/about\/clusters\/technical-services\/?p=333"},"modified":"2021-09-02T08:56:36","modified_gmt":"2021-09-02T08:56:36","slug":"lightweight-it-service-management-with-fitsm","status":"publish","type":"post","link":"https:\/\/www.ebi.ac.uk\/about\/teams\/its\/blog\/2019\/12\/lightweight-it-service-management-with-fitsm\/","title":{"rendered":"Lightweight IT service management with FitSM"},"content":{"rendered":"\n
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The mission of the Technical Services Cluster (TSC) is to deliver a broad range of high-quality IT services that support the research, service provision and administrative activities of EMBL-EBI. To provide the best possible service to all our users we need a formal and strategic approach to design, deliver, manage and continuously improve our services. The key tools we will use to achieve our goals are provided by an IT Service Management System and we are going to use the FitSM-1:2013 family of standards. Continue reading to learn why.\u00a0<\/p>\n\n\n\n\n\n\n\n

What is an IT Service Management System?\u00a0<\/h3>\n\n\n\n

An IT Service Management System (ITSM) establishes a set of practices, called processes, that are used to design, create, deliver, support and manage the life cycle of IT services.\u00a0<\/p>\n\n\n\n

For example, we\u2019ll use the change management process if we need to update the version of a software:<\/p>\n\n\n\n

  1. We will detect that there\u2019s a need for a software update or the users will tell us.\u00a0<\/li>
  2. We will document and classify the request for change.\u00a0<\/li>
  3. We will assess and approve (or refuse) the request for change.\u00a0<\/li>
  4. We will implement the change.\u00a0<\/li>
  5. We will do a post implementation review to see if the objectives were met. If not, we will work on it again.\u00a0<\/li><\/ol>\n\n\n\n

    What are the benefits of an IT Service Management System?<\/h3>\n\n\n\n

    An IT Service Management System provides benefits such as:<\/p>\n\n\n\n