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Content Analysis Report of Business IT Management

Paper Type: Free Essay Subject: Information Technology
Wordcount: 4582 words Published: 8th Feb 2020

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Table of Contents


What is Content Analysis


Why is ITSM important?

Benefits of ITSM Processes

The ITIL Framework


The ITIL Service Management Model

The Service Lifecycle

Process and Functions

Service Strategy

ITIL Service Design

ITIL Service Transition

ITIL Service Operation

ITIL Continual Service Improvement (CSI)

ITIL Framework Benefits and Criticisms

Different types of metrics in CSI

Deming’s PDCA Cycle

The Deming Cycle




Content Analysis is characterized as research analysis or technique for the comprehension of the set of content information through the orderly arrangement procedure of coding and recognizing topics or examples. As opposed to being a solitary strategy, current utilization of content analysis shows three unmistakable methodologies: regular, coordinated, or summative. Every one of the three methodologies is utilized to translate significance from the content of content information and, subsequently, cling to the naturalistic worldview. The significant contrasts among the methodologies are coding plans, beginnings of codes, and dangers to dependability. In traditional content analysis, coding classifications are gotten straightforwardly from the content information. With a coordinated methodology, the analysis begins with a hypothesis or important research discoveries as direction for introductory codes. [Hsiu-Fang Hsieh]. This paper clarifies the investigating and comprehension of ITSM, ITIL Framework, Process, Sub Process, Function and so on. 

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ITSM represents IT administration the executives. It is a lot of exercises, strategies, procedures and sub-forms which help an association to execute, structure, Plan IT (Information Technology) administrations. There are numerous structures that are utilized in the Implementation of ITSM, however, we contemplate for the most part utilized system ITIL. The ITIL (Information Technology Infrastructure Library) is a structure intended to institutionalize the choice, arranging, conveyance and support of IT benefits inside a business. The objective is to improve proficiency and accomplish unsurprising administration conveyance. In this Research paper, we will expound the setting information in condensed for like What is ITSM, ITIL, Process, Functions Benefits and so on.


Content analysis is an exploration procedure that includes a foundational analysis of content, including pictures and representative issue, which makes a replicable authentic summary from the material inspected (Krippendorf, 2004; Weber, 1990). The technique might be utilized in subjective, quantitative, or blended strategies think about with a huge number of research targets and questions. It “is the investigation of recorded human correspondences” (Babbie, 2001) with an “efficient, objective, quantitative analysis of message attributes” (Neuendorf, 2002). The adaptability and goals of this procedure make it especially appropriate for Information Science look into, given that space is the “investigation of social event, sorting out, putting away, recovering, and dispersal of data” (Bates, 1999). 

A scientist applying content analysis techniques would be keen on the “aboutness” of the content, more so than the content itself. For instance, how frequently is a specific word utilized or not utilized? What would one be able to gather from the content that isn’t straightforwardly expressed? What topics or patterns does the information demonstrate? How does the example populace feel about X, Y, or Z dependent on an analysis of the content? In this manner, an Information Science specialist may use content analysis to respond to inquiries regarding the fundamental structure, structure, and association of the data contained in study reactions, books, deciphered meetings, diary articles, papers, web content, recorded discussions, and so on.

Content analysis is a strategy for abridging any type of content by checking different parts of the content. This empowers a more target assessment than contrasting content dependent on the impressions of an audience. So next we will break down our content and outlining it.

What are services and Service Management

Service is an elusive item that conveys utility or incentive to the client. Service Management is in this way an administrative order concentrated on a client and a service. Service the board is a multidisciplinary field which is identified with numerous other administration fields.

“Business services rely upon the capacity of the top individuals to give an individual model and in the meantime to recognize what goes on.” [Peter F. Drucker]


IT service management (ITSM) is an idea that empowers an association to amplify business esteem from the utilization of data innovation. ITSM positions IT services as the key methods for conveying and acquiring esteem, where an inner or outer IT service supplier works with business clients, in the meantime assuming liability for the related expenses and risks.[ Freshservicecom. (2019)] ITSM works over the entire lifecycle of a service, from the first system, through the structure, transition and into the live task. To guarantee the supportable quality of IT services, ITSM sets up a lot of practices, or procedures, constituting a service management framework. There are mechanical, national and universal measures for IT service management, setting up prerequisites and great practices for the management framework.

ITSM depends on a lot of standards, for example, concentrating on esteem and persistent improvement. It isn’t only a lot of procedures – it is a social attitude to guarantee that the ideal result for the business is accomplished. It consolidates standards and practices from different management approaches, for example, lean assembling, hierarchical change management, framework investigation and hazard management.

Business Importance of ITSM

IT service management is the art of executing, overseeing and conveying IT services to address the issues of an association. It guarantees that the proper blend of individuals, procedures, and innovation are set up to offer some incentive. [Estomi, E. 2019 ]

When we talk about ITSM and its benefits for business, there are not many fundamental inquiries that spring up like How does a business run? For whom? For what reason? With what apparatuses? to which the appropriate response drops by dismembering regions of concern.

When we separate ITSM, there are five zones that surfaced:-

• End Users: Employees and clients who use IT services

• Services: Applications, equipment, framework, and so forth given by IT

• Quality: Solving IT issues adequately and proficiently

• Cost: Getting the most out of an IT spending plan

• Business: Enabling an organization to play out its centre capacities and accomplish its objectives 

Mulling over there are different manners by which TSM benefits IT and business, few of them are referenced beneath:-

Improved productivity and decreased operational expenses

Upgraded forms, work process, computerization, and cautioning can evacuate superfluous manual exertion and adjust. This is added to when self-service and self-improvement capabilities are utilized by workers.

Self-service efficiencies and the outstanding task at hand decreases

Workers can get to the arrangements they need all the more rapidly through self-improvement. At that point, this and the ability for representatives to log issues and demands through self-service implies fewer phone calls to the service work area or the business work proportional. The computerized conveyance of arrangements and demands further adds to the potential work reserve funds and lessens the weight on your service work area specialists.

Using a fit-for-reason

ITSM answer for big business service management can guarantee that all representative issues and demands are managed and, where conceivable, to concurred service levels. No all the more losing solicitations in close to home email accounts or postponements through the wastefulness of people.

Increased control and administration

Venture service management forms and empowering innovation can be utilized to execute truly necessary inner controls and to give knowledge into who did what when just as more elevated amount revealing.

Better service and client experience

Endeavour service management ups the corporate service supplier game to more readily convey against worker desires crosswise over convenience, self-service, service demand inventories, learning availability, and self-improvement, social or collective capabilities, whenever and wherever access (to services and data), and individuals or client has driven help.


This isn’t just business-wide, streamlined procedures yet, in addition, a typical method for working, a typical look and believe, and a typical service model for representatives. It likewise offers the possibility to give a solitary purpose of service, regardless of the service supplier, companywide.

Improved cooperation within and crosswise over business capacities

In addition to the fact that enterprise services management make it simple for work to be passed between people or gatherings, or to be chipped away at, all things considered, it likewise makes it simpler for specialists to go between various business capacities.


ITIL is the most involved and recognizes the collection of learning for ITSM. ITIL characterizes IT administration the executives as:

“The usage and the board of value IT benefits that address the issues of the business. IT administration the board is performed by IT specialist organizations through a suitable blend of individuals, procedure and data innovation.”

ITIL is a best practice system that gives direction on how ITSM can be conveyed. Although there are a few structures and measures that portray IT administration the executives, ITIL is by a long shot the most generally embraced and perceived all around. Since its first circulation amid the 1980s, ITIL has ended up being a champion among the most, for the most part, used the system by relationship to give ITSM. The system places centrality on improving buyer devotion by giving effective administration transport while being monetarily information. [Cater-steel, A. and hmm Tan, W. 2005]

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ITIL  Core

The ITIL (Information Technology Infrastructure Library) has transformed into the acknowledged standard in IT Service Management. ITIL empowers affiliations transversely over organizations to offer their administrations in a quality-driven and reasonable way. The structure’s most recent adjustment, known as ITIL v4 2018, is a dynamic update that further refines a present gathering of IT Service best chips away at, leaving the inside learning and information unaltered. Nowadays, it deserts saying that the universes of business and technology are indivisibly associated. To stay focused, an association should very likely develop the two its corporate objectives and IT abilities, paying little heed to how unbearable or ungraceful this technique may be. Typically, this kind of advancement can’t start with a reasonable canvas. Its improvement administrations should be driven by a consideration regarding current methods and the board practices inside an affiliation. Without this, an IT Service Management (ITSM) method will unavoidably sit inactive, money and effort, enabling contenders to draw customers away with logically successful commitments.

Who uses ITIL?

Huge, medium and little associations everywhere throughout the world use ITIL to enable them to improve the estimation of their administrations. ITIL enables associations in all enterprises and areas to explain business issues just as improving IT ability. Associations use ITIL as a manual to improve or actualize a capacity that gives business esteem.

Since ITIL is a lot of best practices and not a standard, associations are allowed to receive as a great part of the ITIL structure as they see fit.

ITIL Model

The meaning of an administration model is ‘a model that shows how administration assets collaborate with customer preferences to make regard. Administration models delineate the structure of an administration (how the setup things fit together) and the components of the administration (exercises, the surge of benefits and participation). An administration model isn’t a structure. An administration model is a summary or blueprint of things that will be required in order to have the choice to pass on the administration. The administration model shows how these things are associated and how they are used by the administration.

Critical Success Factor for ITIL

Critical Success Factors for ITIL Implementation ITIL has turned into a worldwide standard of best practices in IT administration, yet numerous organizations concurred that ITIL execution was testing and not all ITIL forms are of equivalent significance and incentive to them [3], [10]. It is in this manner significant for organizations to comprehend the factors that would decide if ITIL usage would be successful. In this investigation, a broad writing audit was led to recognize critical factors for successful usage of ITIL.

The ITIL Service Lifecycle

ITIL structure completely relies upon its service life cycle. This life cycle works well ordered in ITIL these administrations are isolated into five administration classes as underneath : –

  • ITIL Service Strategy

ITIL Service Strategy incorporates dissecting the present market needs and existing commitments and making a course of action for administrations to address issues. Following are the procedures and process of this strategy

  1. Strategy Management for IT Services
  2. Service Portfolio Management
  3. Demand Management
  4. Financial Management for IT Services
  5. Business Relationships Management
  • ITIL Service Design

ITIL Service Design lopes around structuring administration commitments to meet both business and customer needs.

Following are the procedures and Subprocess of this strategy

  1. Design Coordination
  2. Service Catalogue Management
  3. Service Level Management
  4. Risk Management
  5. Capacity Management
  6. Availability Management
  7. IT Service Continuity Management
  8. Information Security Management
  9. Compliance Management
  10. Architecture Management
  11. Supplier Management
  • ITIL Service Transition

ITIL Service Transition incorporates administration execution, similarly as directing administrations through advances or end.

Following are the Procedures and process of this strategy

  1. Change Management
  2. Change Evaluation
  3. Project Management (Transition Planning and Support)
  4. Application Development
  5. Release and Deployment Management
  6. Service Validation and Testing
  7. Service Asset and Configuration Management
  8. Knowledge Management
  • ITIL Service Operation

ITIL Service Operation incorporates managing its smooth transport administrations with an authoritative goal of passing on a motivating force to the business. Administration Operation must think about the changing needs inside business subject to pushing advancement, for instance, appropriated processing and cloud security needs.

Following are the procedures and process of this strategy

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Access Management
  • Problem Management
  • IT Operations Control
  • Facilities Management
  • Application Management
  • Technical Management
  • ITIL Continual Service Improvement

The Continual Service Improvement (CSI) process revolves around finding open entryways for administration advancement and update. CSI relies upon examining estimations in order to find domains that require improvement and measure the enhancements you set up.[Master of Project M., 2019] For any situation, CSI is significantly more than running reports and checking dashboards. Assessing both the accomplishment and frustration of each business administration will empower you to recognize examples, bottlenecks, and deformities, guiding you to changes that will improve your systems.

Following are the Procedures and process of this strategy

  • Service Review
  • Process Evaluation
  • Definition of CSI Initiatives
  • Monitoring of CSI Initiatives

Measurement, Metrics, and the Deming Cycle

Service Measurement is an unmistakable pointer that associations currently think past the physical infrastructure with regards to conveyance of IT Services. There is currently a necessity to gauge at the physical, service and frameworks levels.[ ISO. (2004)] Service Measurement needs to consider three components with regards to estimating services:

[Availability, Reliability, Performance]

[International Journal of Information Technology & Decision Making, 5 (2) (2006), pp. 263-276]

Purpose of Measurement

  • To approve – estimating to approve past choices.
  • To direct – estimating to set heading for exercises so as to meet set targets. It is the most common purpose behind estimating.
  • To legitimize – estimating to legitimize, with verifiable proof or evidence, that a strategy is required.
  • To mediate – estimating to distinguish a point of intercession including resulting changes and remedial activities.


A Metric is something that is measured and reported to help manage a process, IT service or activity. Metrics should always encourage correct behaviour. Metrics should be meaningful to those receiving the performance reports. Metrics should be unambiguous.

Goals, Baseline, KPIs, and CSFs

  • Goals, baseline, KPIs, and CSFs are interrelated in performance management and improvement framework.
  • KPIs reference goals rather than just performance.
  • Baselines disclose to us where we started from, or where we were the last time we checked.
  • Goals, CSFs and KPIs reveal to us where we are going and in the event that we have arrived, or at least on the off chance that we are as yet going the correct way.

The Deming Cycle

The Deming Cycle, or PDCA Cycle (also known as PDSA Cycle), is a persistent quality improvement model consisting out of a logical succession of four repetitive strides for nonstop improvement and learning: Plan, Do, Check (Study) and Act. [By Paul Arveson]

Plan: Establish the destinations and processes necessary to convey results as per the normal yield

Do: Implement the plan, execute the process, make the item. Gather data for charting and analysis in the accompanying “CHECK” and “ACT” steps.

Check: Study the actual outcomes (measured and gathered in “DO” above) and compare against the normal outcomes (targets or goals from the “PLAN”) to ascertain any distinctions

Act: Request corrective actions on significant contrasts between actual and planned outcomes. Analyse the distinctions to decide their underlying drivers


In conclusion, I am concise the substance analysis, research methodology and setting analysis gave to contemplate this course. Content analysis is a systematic approach to the analysis of a corpus of information categorized as data. The approach offers both an inductive, quantitative approach for researchers who wish to demonstrate an existing theory, yet it is sufficiently adaptable to be utilized by an investigator who wishes to establish another theory grounded in data. The qualitative and quantitative substance analysis strategies overlap somewhat in their operationalization; however, each is grounded in established theory. The quantitative approach is based on the deductive logical technique, and the qualitative approach is based on the inductive grounded theory model. Both sample writings, unitize the content, contextualize what is being read, and look for answers to characterized research questions (Krippendorf, 2004). The two approaches to content analysis require the evaluation of reliability and validity, i.e., trustworthiness, and may utilize human and/or PC coding and analysis. Through careful investigation structure, data gathering, coding, analysis and reporting, content analysis can give valuable knowledge into the examination of both manifest and latent substance.


  1. Krippendorf, K. (2004). Content analysis an introduction to its methodology (2nd ed.). Thousand Oaks, CA: Sage Publications.
  2. Freshservicecom. (2019). Freshservicecom. Retrieved 25 May 2019, from https://freshservice.com/itsm
  3. Estomi , E. (2017). EStomi Technologies. Retrieved 25 May, 2019, from http://www.estomi.com/2017/07/13/itsm-important-business/
  4. Ahmad, Norita, Berg, Daniel, G.R. SimonsThe Integration of Analytical Hierarchy Process and Data Envelopment Analysis in a Multi-Criteria Decision-Making Problem
  5. International Journal of Information Technology & Decision Making, 5 (2) (2006), pp. 263-276
  6. Master of project, M. (2019). Master of Project Academy Blog. Retrieved 25 May, 2019, from https://blog.masterofproject.com/continuous-improvement-itil-services/
  7. Cater-steel Transforming IT Service Management – the ITIL ImpactService Management (2006), p. 11
  8. Cater-steel, A. & gee Tan, W. 2005, Implementation of it infrastructure library (ITIL) in Australia: progress and success factors, in ‘in Australia: Progress and Success Factors, IT Governance International Conference’.
  9. The Processes and Functions: IT Service management, A Guide for ITIL Foundation Exam Candidates, 2nd Edition, 2012, Ernest Brewster, Richard Griffiths, Aidan Lawes, and John Sansbury, published by BCS The Chartered Institute for IT
  10. Cabinet Office. (2011a). ITIL Continual Service Improvement. UK: The Stationary Office. Cabinet Office. (2011b). ITIL Service Design. UK: The Stationary Office. Cabinet Office. (2011c). ITIL Service Operation. UK: The Stationary Office. Cabinet Office. (2011d). ITIL Service Strategy. UK: The Stationary Office. Cabinet Office. (2011e). ITIL Service Transition. UK: The Stationary Office.
  11. Caldeira, J., & Brito e Abreu, F. (2008). Influential Factors on Incident Management: Lessons Learned From a Large Sample of Products in Operation. In A. Jedlitschka & O. Salo (Eds.), Product-Focused Software Process Improvement: 9th International Conference, PROFES 2008 Monte Porzio Catone, Italy, June 23-25, 2008 Proceedings (pp. 330-344). Berlin, Heidelberg: Springer Berlin Heidelberg.
  12. ISO. (2004). ISO/IEC 2004, ISO/IEC 15504-2:2004 – Information Technology – Process Assessment Part 2: Performing an Assessment. Geneva, Switzerland: International Organization for Standardization.


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