ITSM (IT Service Management)

What is ITSM (IT Service Management)?

IT service management is a set of processes and functions that help to align IT with organisational goals and deliver value. Sometimes referred to now simply as service management, ITSM focuses on delivering services that have a focus on the end user and that have an adequate amount of utility (fitness for purpose) and warranty (fitness for use).

IT service management is about more than ITIL. While ITIL does provide a basis for IT service management, the development of an international standard for IT Service Management, ISO/IEC 20000, has been crucial to the long term take up of IT service management around the world.

View the collection of ISO/IEC 20000 standards

Discover our range of ITIL solutions to support your ITSM project

ITSM Toolkits

IT service management toolkits provide practitioners and IT professionals with proven methodologies and tools that will enable them to accelerate their IT service management projects Discover our ITSM, ITIL® 4 & ISO 20000 Toolkit by IT service management experts Shirley Lacy and Jenny Dugmore to help you in whatever stage you are at with your project.

View the ITSM, ITIL® 4 & ISO 20000 Toolkit

Service Level Agreements

Service level agreements (SLAs) are at the heart of IT service management and are used to describe agreed levels of service between a service provider and a customer. These are applicable both inside and outside an organisation.

Read more on our designated SLA page

Capability Maturity Models

The concept of a capability maturity model (CMM) is common to most IT service management frameworks. Understanding how a CMM approach works is fundamental to any long-term service improvement strategy. A framework that makes use of capability maturity models is COBIT.

Discover our full range of COBIT 5 products and services

ISO/IEC 20000

ISO/IEC 20000 is the international service management standard. ISO 20000 enables organisations to ensure that their IT service management processes are aligned with business needs and international best practice. You can read more about ISO 20000 here. We recommend the following ISO 20000 titles:

IT Service Management and Continuous Improvement

Continuous improvement, a cornerstone of an effective IT service management environment, is fundamentally dependent on gathering and using meaningful measurements (metrics).

The Definitive Guide to IT Service Metrics provides comprehensive, current guidance on how best to tackle this critical subject.

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