IT service management is the management of all information technology services like designing, planning, building, deployment, implementing, support, and improvement for both external and internal stakeholders. The goal for ITSM is to constantly improve service delivery and meet the business objectives.
To answer the question, what is ITSM or IT service management?
This is the process that ensures there is maximum business value with efficient use of people, processes, and information technology involved in the process of offering IT services.
Who are the stakeholders of ITSM?
ITSM stakeholders are organizations or people who have invested in service and the outcomes. They want to gain value either through providing the service or the service being continually consumed.Â
They are the first customers who foot bills for the services, individuals or organizations that provide financial support, authorize budgets or an end-user. Suppliers that provide the services are also stakeholders.
ITSM stakeholders are classified into 2 categories.
Internal stakeholders
These are professionals working within the same organization. For example, internal IT service providers are regarded as customers.
- External stakeholders
These are parties that are not in the same organization. They can be suppliers, vendors, customers, and others.
What is the purpose of ITSM?
The main purpose of ITMS is to reduce costs, enhance customer satisfaction, improve service quality, and nurture agility. It looks to deliver value, usefulness, and a perceived benefit to the stakeholder.
The value of ITSM is a perception and reality of quality service in the minds of customers. The outcome of the service must represent both so that it is proven beneficial.
As technology improves and changes, so does the perception of service by the stakeholder. The ITSM‘s job is to ensure the service delivery also shows the same. In whatever circumstances, ITSM must provide both a good perception and reality to the customers.
The process of ITSM helps you get enriched with the value of the business without worrying about the satisfaction and costs.
How do you implement IT service management (ITSM)?
For you to enforce and implement ITSM, you need a cultural change in your organization. The first thing is to understand that IT is a service, not a department. You can implement any of these ITSM frameworks.
- Information Technology Infrastructure Library (ITIL). the difference between ITSM and ITIL is that ITSM is a practice and a professional discipline while ITIL is a framework used to implement ITSM
- Cobit
- ISO/IEC 20000
- Microsoft Operations Framework (MOF)
- DevOps
Before choosing a framework you need to see if it is user–friendly. The user must be able to access information and applications without looking for an IT expert. The ITSM you choose should save the organization some money. The total cost should be manageable.
Benefits of ITSM
- Increases efficiency while reducing costs. ITSM helps organizations get the best value with their current infrastructure.
- Minimizes risks. By updating the services regularly, ITSM ensures business operations are rarely interrupted.
- Measures performance effectively. ITSM helps measure the value and performance of people working in an organization.
Challenges of ITSM
- Technicians might not transfer data to update each other.
- Auto-generated alerts
- Confusion between service requests and incidence requests.
- Repetition of tasks.
Top 5 ITSM tools
- Zendesk Support Suite
- Freshservice
- SolarWinds Service Desk
- SysAid
- Jira Service Desk
