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Definition: ITSM (IT Service Management)

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.

ITSM audits are based on analysis of four key performance indicators in specific ways:

  • 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.

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.

How are ITSM and ITIL® related?

IT Service Management is a structured approach to IT service delivery and support. IT Service Management (ITSM) concept can be realized by adopting the ITIL® best practices framework. At the core of ITIL® framework are the two Service Management modules called “Service Delivery” and “Service Support”. ITIL framework takes a comprehensive view of ITSM and hence also includes other areas like application management, infrastructure management and security management.

Where does ITIL® fit in the organization?

The table below illustrates where ITIL® fits within an organization
Organization need
Certification based on third party assessment that the IT organization is compliant to international standard on IT Service Management.
ISO 20000
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?

Author: Germán Taverna (All Rights Reserved by the author).
Source: Original Text (based upon first hand knowledge).
Help us to improve it: how-todiscussion.