itsm(prefi)

Economy 

is the structure of production, distribution, and utilization of goods and services

IT Consulting and Implementation 

This covers advisory services for businesses to evaluate their technology strategies and align them with their business strategies or internal processes.

Business Process Outsourcing (BPO) 

This is the transfer of the entire business process from a company to an IT-based third party

Special Economic Zone  Act of 1995

To support the industry in establishing ecozones and information and communication technology hubs

Digital Cities 2025 by DICT

To assist 25 areas outside of Metro Manila in becoming digital cities by 2025

IT Outsourcing (ITO) 

The external contracting of IT functions, services, and projects instead of relying on company-owned resources.

Google 

outsources employees to the Philippines, from IT experts to analytical consultants. 

Facebook 

employs software specialists and subcontracts customer support providers and content moderators in the Philippines. 

IBM 

assigns IT functions like network management and infrastructure maintenance to IT outsourcing companies in the Philippines. 

Hewlett-Packard (HP) 

works with offshoring service providers in the Philippines for customer support and IT services.

Other IT Services 

This is the area that is not specifically mentioned above, which includes system integration, software installation and support, and IT education and training.

United States

This country is projected to generate the most revenue in 2023 and reach 455 billion 

United Kingdom

The revenue in this country is projected to reach 86 billion in 2023

Japan

With 83 billion in projected revenue, this country sits in third place as one of the key players in the IT service industry

China

At 4th place, this country is projected with 73 billions in revenue in 2023

Germany

This country is projected to have a 61 billion revenue reach in 2023

Service Manager 

are somewhat considered the bosses who act in an executive role as they often lead a service team. They shoulder the definition of specific services and how they are delivered in line with business expectations.

Change Management 

is said to implement new IT services while lessening the disruption to existing services.

Incident Management 

undergoes appropriate analysis of incident and escalations steps. They also restore services in case an interruption happens

Service team 

is a kind of board director who oversees advice and execution during a service change. Their primary responsibility is to keep the Service Manager well-informed of the relevant data and information

Service Sponsor 

is responsible for setting the budget for services, qualifying associated risks, and setting acceptable service levels.

External Roles 

These are vital roles outside the employed people of an organization. 

IT Service Consumers

all the persons or organizational units who use the IT services

Prospects 

are future IT Service Consumers with a defined demand for IT services

External Suppliers

provide infrastructure and operating supplies for IT services and IT service contributions and outsourcing services under established contracts.

Culture 

in an organization encompasses the practices, attitudes, behaviors, beliefs, and values shared between its members. 

Service culture 

is the positive consideration of the importance of understanding good service as well as the appreciation for giving good service to internal and external customers.

Influence on how an organization is seen

There are efforts put into play in creating an organization’s brand, but it is only put to the test based on how customers are treated and their overall experience, from website experience to ordering until after-sales support.

Influence on Operation’s Effectiveness

A service culture reflects an organization’s core values, including how business is done and how people interact as a team and treat each other. These have an impact on how well an operation creates its services.

Influence on how employees feel about their jobs

A service culture can turn its employees into advocates of the organization in ways that address fair wages and reasonable working conditions. Otherwise, they become critics of the organization. 

Influence on how operation learns and adapts

Organizations willing to learn and adapt to sudden circumstances are more likely to survive and thrive in the long run. But this requires comparing what is happening inside and outside the organization with what should be happening. There must be a clear idea of how a service should be delivered, which should be at the core of the service culture.