What is ITSM and why does your organisation need it?

ITSM (IT service management) is a set of processes and functions that help organisations align their IT systems with organisational goals. Or, to put it more simply, it ensures that employees can use the necessary technologies in their day-to-day tasks. 

This covers a huge range of activities, from applications and computer hardware, to associated technology like printers and networks. 

The scope of ITSM is much broader than simply fixing or maintaining IT systems; rather, it views service management as a system that needs to be embedded in the way an organisation operates. This blog explains how and why it does that. 

How does ITSM work?

One of the main objectives of ITSM is to enable organisations to address IT issues promptly, but it isn’t just about resolving day-to-day issues. It’s also about the design, creation, delivery, support and management of the IT services lifecycle. 

ITIL®, the most common framework for ITSM, provides a five-step approach: 

  1. Service strategy  helps organisations understand their customers and how to develop and deliver IT services to meet their needs. 
  2. Service design helps organisations design an efficient and cost-effective service. 
  3. Service transition advises organisations on building and testing their design. 
  4. Service operation advises organisations on how to deliver and manage their service. 
  5. Continual service improvement provides a mechanism for improving the service, and the technology and processes used in its management. 

Although ITIL isn’t the only ITSM framework (COBIT® offers its own approach, for example), it’s generally accepted as the most robust. Indeed, ISO 20000, the international standard for service management, has incorporated much of ITIL’s approach in its best practices. 

The latest version of the framework, ITIL 4, was released in part this year, with the full details coming later this year. 

Benefits of implementing an ITSM 

An ITSM implemented in line with ITIL and ISO 20000 helps organisations: 

  • Be more reliable. Using an established ITSM framework enables you to follow a proven path that will lead to consistent results. 
  • Improve customer satisfaction by attuning staff to customers’ needs, ensuring they are adept at anticipating and responding to issues. 
  • Optimise service delivery by offering opportunities to simplify and standardise IT service practices, which reduces costs and increases efficiency. 
  • Gain greater visibility of IT costs and assets. You’ll have a stronger understanding of where your organisation’s ITSM resources are going, allowing you make better budget decisions. 
  • Become more adaptable, as you account for the constantly evolving nature of the IT sector, enabling your organisation to focus on innovation and develop alongside technology. 

Get started with ITSM 

ITSM, ITIL & ISO/IEC 20000 Implementation Toolkitementation-toolkit

You can find everything you need to get your service management system started with our ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit

Designed and developed by ITIL and ISO 20000 service management experts, it contains the policies, procedures and tools to enable organisations to assess their current service management levels and implement processes to deliver quality services, while meeting regulatory and legal requirements. 

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