IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.
ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models. ITIL® (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology (IT) service management.
- Growth and value, which involves tracking revenue growth against investment and utilization.
- Budget adherence, which involves optimizing the use of available funds and avoiding unnecessary expenditures.
- Risk impact, which involves identifying and evaluating the consequences of risks taken or avoided.
- Communication effectiveness, which involves examining customer feedback and gauging customer satisfaction and awareness.
What does ITSM involve?
ITSM involves embracing set of well-defined best practices like ITIL that facilitate delivery of cost effective, quality IT services. The best practices should be adapted within an organisations environment by addressing a combination of people, process and technology issues.
Where does ITIL® fit in the organization?
Certification based on third party assessment that the IT organization is compliant to international standard on IT Service Management.
How to introduce ITSM in the IT organization? What are the industry best practices on ITSM?
What is to be done in my IT organization to adopt ITSM?
My organization Policy, Processes and Procedures
What is your advice about the best way to implement ITSM?