SKILLSertifika – ITSIM stands for IT Service Integration & Management. Now, what do you understand from IT? Information Technology (IT) is the use of devices such as computers, storage, networking, & other physical devices, infrastructure and processes to create, process, store, secure and exchange all forms of electronic data. Secondly, what do you understand from the service? Service is all about three factors: Cost, Value & Risk. So precisely we can define service as “Value to the customer without any specific cost and risk”.

Hence SKILLSertifika – ITSIM (or IT Service Integration & Management) consists of all the tasks involved in designing, creating, delivering, supporting and managing the lifecycle of IT services. Although the most common myth about ITSIM among IT users (employees) is that it is just “IT support”, but it’s not just limited to support. It goes way beyond resolving day-to-day issues. The IT team is responsible for end-to-end management of these services. They might use some specific ITSIM software to effectively control & manage these services.


It is important for several reasons. Implementing SKILLSertifika ITSIM can help regularize processes through structured delivery and documentation. ITSIM implementation also helps in saving costs by building a predictable IT organisation. Implementing ITSIM has business benefits by bringing actionable IT insights to the business that helps in decision making.

IT strategy is a complete plan that outlines how technology should be used to meet IT business goals. An IT strategy also called Technology strategy or IT (Information Technology) Strategic Plan, is a written document that details the multiple factors that affect the organisation investment and use of technology.

The classic approach of IT strategy:

This approach to developing a new technology strategy involves a fairly structured, sequential process that produces a long-term view of the organisation’s technology requirements together with a plan for meeting these needs. The main steps of the classic approach are:

1) Find the business capabilities that will be needed in the future to support the organisation’s strategy and realize its vision.

2) Overcome the gap between the organisation’s current maturity against each capability and the level required to realize the vision.

3) Identify how technology can be used to fulfil any gaps between the current and required maturity level of each business capability.

4) Design target technology architecture that will be supporting the required business capabilities.

5) Assess the gap between the organisation’s existing and target technology architecture.

6) Develop a prioritized road map for building the target technology architecture.

To ensure that the service provider has an adequate mix of services to balance the investment in IT with the ability to meet customer or business outcomes. The SLCM represents the commitments and investments by a service provider across all customers and market places.

Integration & Management

Suppliers are third-party entities responsible for supplying goods and services required to deliver IT services. Supplier Management ensures suppliers and the services they provide are managed to support IT services targets and business exceptions. It also manages supplier performance, manages the relationship with supplier & obtains value for money.

Service Level management is nothing but the combination of the Service Level Agreement (SLAs) & Operational Level Agreement (OLAs):

Service level agreements: Service level agreements are external agreements between a service provider and a customer. They allow an organisation to track performance and progress against a commitment to the customer as defined in the SLAs (Service Level Agreements). The agreement can consist of one or more service targets. Service targets can define penalties for disapproval of an agreement or rewards for meeting and exceeding the specified goals.

Operational Level Agreements: Operational Level Agreements are internal agreements that a service provider defines for internal users to meet Service Level Agreements (SLAs). OLAs can also contain one or more objectives or service targets. The OLAs would be used to track internal service commitments such as –

(a) Response time for incidents or problems assigned to IT groups

(b) Availability of servers supporting various applications.

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