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What is IT service management (ITSM)?


This extensive guide aims to give you a complete overview of the foundational concepts of IT service management (ITSM) to help you understand everything you need to know about ITSM, including ITSM processes and workflows, benefits, best practices, and how to implement it. Learn to align IT to your business needs, and efficiently deliver services.

What is IT service management (ITSM)?

IT service management (ITSM) is the process of designing, delivering, managing, and improving the IT services an organization provides to its end users. ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.

What is the difference between ITSM and ITIL?

ITIL is a framework of best practices and recommendations for managing an organization’s IT operations and services. It was commissioned by the UK Government’s Central Computer and Telecommunications Agency (CCTA) in the mid-1980s. ITSM processes, when built based on the ITIL framework, pave the way for better IT services and improved business. To summarize, ITIL is a set of guidelines for effective IT service management.

Benefits of efficient ITSM processes

Irrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures thatincidents,service requests,problems,changes, andIT assetsin addition to other aspects of IT services are managed in a streamlined way.

IT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL.

Effective ITSM processes can have positive effects on an IT organization’s overall function.

Here are the 10 key benefits of ITSM:

  • Lower costs for IT operations
  • Higher returns on IT investments
  • Minimal service outages
  • Ability to establish well-defined, repeatable, and manageable IT processes
  • Efficient analysis of IT problems to reduce repeat incidents
  • Improved efficiency of IT help desk teams
  • Well-defined roles and responsibilities
  • Clear expectations on service levels and service availability
  • Risk-free implementation of IT changes
  • Better transparency into IT processes and services

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