Why ITSM has appeared on the scene

Information technologies are an important asset of the modern company, and potentially this asset is capable to bring to the company value. In process of development of the theory and management practice of an IT and specialized approaches, there has been developed a concept of ITSM.

This had the reflection in various models of the development of IT functions. So, for example, the model of a maturity of an IT assumes the following stages of evolution of IT function:
1. Support of technologies.
2. Management and control.
3. Provision of services.
4. Customer focus.
5. Business partnership.

Borders of this concept extend with each version of the specialized codes of knowledge, first of all, ITIL libraries. In the first decade of the existence, that is in the nineties the last century, the methodology of ITSM helped IT services to pass from the first level of the stated above model to the second and, perhaps, the third. The newest version of ITIL is designed to help to master the highest levels of a maturity, having passed from provision of services to partner with business and support of business processes.

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However, it wasn’t enough to find reflection in models, it was necessary to find a way to use that in practice of the organizations, in the real world. Transformation of IT service from the supplier of resources to the supplier of services and further to the business partner is a difficult way, as it is expensive and quite long. Such difficulties aren’t something new and unexpected, but the important conclusion which isn’t always drawn in practice from this follows: perhaps, in the specific organization such transformation will entail the costs considerably exceeding advantage of it. There are companies in which for an increase in a maturity of IT function there will be no strong reasons and also capabilities and resources necessary for this purpose.