IT Service Management
(การจัดการบริการไอที)
Definition
IT Service Management (การจัดการบริการไอที) Hard Skill
The discipline of managing and delivering IT services to meet the needs of an organization, focusing on aligning IT with business goals, optimizing service quality, and ensuring efficient support and operations.
Expertise Level
Level 1
Basic
1. Understands fundamental IT service concepts and terminology.
2. Can follow established procedures for handling common service requests.
3. Recognizes the importance of customer service in IT support.
Level 2
Intermediate
1. Can manage and coordinate IT service delivery processes using ITSM frameworks like ITIL.
2. Able to identify and resolve common service issues to maintain service quality.
3. Can communicate effectively with stakeholders regarding service status and improvements.
Level 3
Advanced
1. Leads the design and continuous improvement of IT service management strategies.
2. Implements advanced ITSM practices to align services with evolving business objectives.
3. Masters incident, problem, change, and configuration management to optimize overall service performance.
