Guest Lecture on Introduction to IT Service Management

By Arya Tripathi

The Guest Lecture Committee of Symbiosis Centre for Information Technology organized a guest lecture on “Introduction to IT Service Management” on November 20, 2023. The guest lecturer invited for the session was Dr. Carsten Dorrhauer, Professor of Information Systems, University of Applied Sciences, Ludwigshafen, Germany.

The lecture host, Yash Bhuse, introduced the guest, followed by a few words from the facilitator, Dr. SKV Bharti. Dr. Carsten Dorrhauer started the lecture by briefly explaining his work in the Service Management and Consulting department. He explained that the session would progress by telling the students about the agendas and learning objectives.

Following the agendas and learning objectives, he explained the scope and history of ITIL (Information Technology Infrastructure Library) and how it serves as a basic framework for IT services. He also suggested specific pieces of literature for students like Axelos (Hrsg.): ITIL Foundation, ITIL 4 Edition, Norwich: The Stationery Office, 2019, etc.

The lecture was taken forward by defining information management, explaining that no unique definition exists. It is about “managing information and technology used.” He cited an example of “Composing a Contractual Proposal in a sales department at a Contract Manufacturer Company according to detailed customer specification needs information” for the students so that they can understand the concept better. Then he described IT Governance, where he cited the meaning given by Peter Weill and Jeanne Ross, “Specifying the decision rights and accountability framework to encourage desirable behavior in the use of IT.”

While talking about the basics of ITSM (Information Technology Service Management), he explained how IT supports all business processes and how information systems define the quality of business processes. He also talked in detail about the economic and technological challenges faced by ITSM. He elaborated in detail how Clients’ expectations from business processes are growing and how IT has become a critical success factor. He also emphasized the importance of a flexible IT organization.

The lecture ended with a vote of thanks by the host, who thanked Dr. Carsten Dorrhauer and the audience for gracing the event. Dr. SKV Bharti also extended his regards to Dr. Carsten Dorrhauer with talks of future collaborations.