IT Service Management

Beyond many accomplishments in Tosan Inc. my most outstanding achievements started with reinvention of the role of IT Service Management (ITSM) and delivering quality software services based on ITIL practices. While solutions such as BMC, IBM or HP IT Service Management tools had been the market leaders in this area, development of such unified software based on Microsoft Technologies in the country was a feat.

In a nutshell IT Service Management (ITSM) involves a paradigm shift from managing IT as stacks of individual hardware and software components to managing the delivery of support and customer-facing services that help an organization achieve its goals. ITSM employs ITIL documented best practices and in most cases extends beyond into additional areas such as enhanced processes and implementation to provide additional value-added functionality.

One of the fivemain areas of ITIL best practices is ITIL Service Operation. The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.


(Please read more about ITIL and ITSM here)

Tosan as a leading banking company in Middle east began adopting ITIL best practice in 2009, the most widely accepted approach to IT service management in the world.

In 2010 after year of analysing and establishing the service portfolio the needs for a comprehensive solution for application of users and service desks was inevitable in the organization.

Based on Microsoft XRM framework, in collaboration with ITIL team, I analyzed and derived best practices from ITIL framework.  What is more, I developed both sets of web services and relational databases in the form of structured entities, and interlocked those to an interactive web UI. The result was a web based software localized for the use in Tosan.

The software initially comprised, Incident Management and Problem Management system to manage the lifecycle of all Incidents and problems, Request Fulfilment system to fulfill Service Requests and changes yielded from bugs and incidents, Service Portfolio Management and Configuration Management Database (CMDB) to manage all the components and their relationships, and Event Management system to manage and receive all the events from deployment environments for potential incident identification.

Hence, in 2014 the Tosan Inc. received ISO/IEC 20000 standard certification which is largely equivalent that of the Service Support and Service Delivery parts of ITIL.

After more than 4 years, the software still being enhanced and expanded in Tosan to leverage new features from ITIL best practices and without any doubt it is the best solution available for the ITSM integration in Iran.