Information Technology Service Management

ITSM abbreviated as Information Technology Service Management refers to the implementation of managing and delivering IT services in top-notch quality to meet the needs of the businesses. It involves the end to end service management. It can be more simplified as the best mix of people along with the processes and Technology when placed at an optimum space to provide the optimum value of the work. The art of preceding a business can be a more suitable term for ITSM.

ITSM concerns with an end to end users, which means it takes into consideration the employees and the customer who are using the IT services. Cost cutting or working a business within a provided budget or getting the most services of an IT within a budget by reducing the IT wastage and increasing business and its efficiency. Solving the problems in a more effective and efficient manner is also something ITSM is concerned with. It provides optimum services of application, hardware, and infrastructure which are basically provided by an IT industry. Its basic motto is to enable the core function and achieving the goals of a company.

ITSM deals with the communication of employees of the organization with IT, no matter if the employee has any prior knowledge of that Technology. It still gets the work done along with resolving the issues even if no Core knowledge exists.

Creating a bridge between the IT and the customer ITSM helps in running the business in a more effective way.

ITSM has several approaches in terms of frameworks. It contains about whooping 26 processes with the goal of aligning IT services with the needs of the business. Picking and choosing are done from those frameworks based on the need of the business. But the specific processes used mostly are as follows:-

  • Incident management- Incident management is also called ticketing by many people, is one of the most widely adopted processes from ITSM. Whenever incidence occurs, it ensures restoration of a normal service operation. Incident management is adopted almost 100% of the time.
  • Change management- In order to keep disruption in a business to a minimum range, change management is introduced. Change management is referred to controlling as well as managing anything that is likely to be changed in the organization or business to minimize the disruption rate and to endow with efficiency. Changes can vary from infrastructure development or development in any app for good. It is adopted 75% of the time.
  • Problem management- In Problem management all the incidents are investigated and fixed for the customer. This way the customer’s problem is avoided or the customer won’t be stuck at a specific problem. But it does not ensure the total removal of the hitch. The problem stays until the bigger issue is found. In a future context, those issues are fixed but if not then the problem management helps in minimizing the impact of the problem. The difference between problem and incident is the problem is a cause of one or more incident based on the same issue. Incident management deals with the incident happened and fix it, but problem management in deals with the entire set of incidence related to the same issue. It is adopted 60% of the time.

There is a fine line of difference between ITIL and ITSM:-

  • The most specific difference between ITSM and ITIL is ITIL is a view on performing and implementing ITSM, but not all ITSM is ITIL.
  • ITIL is micro-focused on the internals of IT whereas ITSM are macro focused externally on the business.
  • ITIL is a set of guidelines, outlining and guiding the delivery and support line of IT services, whereas ITSM is the overall implementation of the management models of the organization.

ITIL and ITSM work complementary to each other and not much different. Coherence working structure is important for both of it to run business in ease.


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