What is IT Service Management?

IT service management (ITSM) is a way companies implement and run their IT. It comprises various activities and processes that support the entire lifecycle of an IT service. This includes (but not exhausts with) certain practices implementation and day-to-day management, such as incident and request management, service desk, service design, service level management, strategy management, risk management, change management, problem management and many-many more.

An IT service provides access to information and processes to achieve business goals and create value. This can include provisioning and supporting enterprise applications, optimizing IT infrastructure, and managing processes such as help desk support or service desk support. The focus of ITSM is clearly on service. The core concept follows the conviction that IT should be provided as a service.

ITSM increases the quality and speed of service delivery and maximizes customer satisfaction.

ITSM processes and functions (practices)

Modern IT services use structured procedures and activities to ensure their performance. The most widely used best practice guide for implementing and documenting ITSM is ITIL (Information Technology Infrastructure Library). According to this, among others, the following ITSM practices can be defined:

• (Service Desk)
• Service Request Management
• Incident Management
• Knowledge Management
• Asset and configuration management
• Problem management
• Change management
• Service level management
• Project Management

ITSM Software and Tools

With the right ITSM software, IT teams can establish a strategic approach to transformation and growth aligned with business needs. ITSM software can be a standalone application or a platform service. An example of an ITSM tool with extensive service desk functionality is Jira Service Management (JSM). JSM provides a comprehensive platform that supports ITSM practices such as incident management, problem management, change management and more.

Advantages of following best ITSM practices

By using IT Service Management (ITSM), organizations can gain a variety of benefits, including:

• Improved service quality and customer satisfaction through efficient service delivery and rapid problem resolution
• Effective resource planning and utilization to reduce costs and increase efficiency
• Better control and visibility over IT services and their performance through comprehensive monitoring and reporting (as with JSM)
• Consistent processes and best practices to improve collaboration between teams and increase IT effectiveness.
• Stronger alignment of IT with business goals and requirements to maximize IT’s value to the business
• Better adherence to compliance requirements and data protection policies through clear processes and controls
• Continuous improvement and agility through the use of feedback and data to optimize IT services and processes

Conclusion: What is ITSM?

Overall, ITSM is an essential strategic approach to managing and improving the quality and efficiency of enterprise IT service delivery. By implementing ITSM best practices, organizations can better manage their IT services, reduce costs, increase customer satisfaction and more effectively achieve their business goals. Book our consulting service today to unfold the full potential of ITSM and develop customized solutions for your business.