IT Service Management (ITSM)

IT Service Management (ITSM) focuses on customer needs and IT services for customers rather than on IT systems. ITSM stresses continual improvement.

The main idea behind ITSM is the delivery of IT as a service. This goes beyond traditional IT support. Instead, ITSM is more inclusive. It describes the processes and tools IT teams use to manage IT services, end to end, and covers all information technologies within an organisation.

ITSM aligns an IT team’s goals with the broader objectives of the business, and that their actions support the overall mission.

ITSM is the bridge that connects IT professionals within an organisation to the end users who need IT services. In so doing, it provides a number of benefits. 

• Increased agility: Quickly adapt to changes and innovation.

• Reduced costs: Easily visualise workflows, leading to improved efficiency and cost savings.

• Fewer IT problems and improved response: Decrease IT problems and respond to incidents quickly, reducing the associated cost and disruption.

• Easy compliance: Ensure compliance with regulatory requirements.

• Better service: Improve satisfaction rates for end users.

• Improved productivity: Aligned goals backed by reliable services ensure that more gets done with fewer problems.

• Increased user satisfaction: IT is delivered as a service with the needs of the user as the primary focus.

• Better process scaling: Processes are more efficient, allowing organisations to handle more IT development without reducing quality.

• Faster incident detection and response: Organisations enjoy improved IT visibility, identifying incidents and responding quickly before they can become an issue.

• Improved IT support: 24/7 IT support to perform better and do more. They also enjoy a clearer understanding of available IT services and how to use them correctly.

• Omni-channel experience: Access relevant information and make support requests from any device, at any time, from anywhere in the world.

• Clearer roles and responsibilities: Teams can understand who is responsible for what tasks and are more accountable and informed.

• Improved business alignment: Visibility to what the business and the end users need, and why.