IT Service Management in Different Industries

HANDOUT 4 (ITSM)

ServiceNow

is a software company that has its service management called ServiceNow IT Service Management.

ServiceNow IT Service Management

It is a modern, cloud-based, and silo-busting ITSM solution that promises to consolidate onpremises legacy tools into a single cloud platform. It uses AI and machine learning capabilities with virtual agent chatbots to help IT staff and boost overall productivity by 30%.

Entertainment

The peak value of The Star Entertainment Group offers diverse hotel and entertainment experiences and gaming facilities as it aims to become the leading integrated resort company in Australia.

Education

The University of Maryland in the United States prides itself on having state-of-the-art technology to become a leader in education, research, entrepreneurship, and innovation.

Finance

Banco de Costa Rica is a financial conglomerate that drives Costa Rican socioeconomic development, including economic growth, attraction of foreign investment, and sustainable tourism development.

Government

The city of Raleigh in North California is the home of about 500,000 people and is recognized as one of the best places to live in the United States.

Healthcare

The Francis Crick Institute, Europe’s largest biomedical research facility, is dedicated to understanding the fundamental biology of health and diseases to discover new ways to prevent, diagnose, and treat illnesses.

Retail

7-11 is a convenience store with over 66,000 stores in 17 countries. Its success relies on its customer focus, which includes P prioritizing an easier way for customers to receive help when they want it, where they want it, and how they want it. They began to separate customer feedback from help requests.

Control Objectives for Information and Related Technologies (COBIT

is a framework for organizations that want to implement, monitor, and improve the best IT management practices.

Benefits of IT Governance: Measuring Performance

IT governance influences how the performance of the IT department will be measured. It also dictates where measuring points of the performance should be located within the IT organization.

Benefits of IT Governance: Budgetary Matters

IT governance influences how the performance of the IT department will be measured. It also dictates where measuring points of the performance should be located within the IT organization.

Benefits of IT Governance: Disaster Planning

IT governance standards are also applicable to disaster planning. IT governance should establish clear damage control whenever the worst-case scenarios happen, such as a security and service failure.

Benefits of IT Governance: Reputation

IT governance is also used to help an organization define and position itself

Security KPIs

These are key performance indicators (KPIs) to monitor the effectiveness of information security

KPI 1: Number of Implemented Preventative Measures

This charts the number of security measures that have been implemented based on perceived vulnerability or a known or successful intrusion attempt.

KPI 2: Implementation Duration

This tracks the time between the point a justified security concern is identified and the point in time when a resolution is placed.

KPI 3: Number of High-Risk Security Incidents

This tracks the number of security incidents and them with a specific severity level.

KPI 4: Number of Security-Related Downtimes

This tracks the number of downtimes that prevented service from being available to customers due to security concerns.

KPI 5: Number of Security Tests

This tracks the number of proactive steps taken that measure existing data security, such as tests and training.

KPI 6: Number of Identified Shortcomings During Security Tests

This takes the measurements in KPI 5 and plots them against the identified shortcomings during the tests.