Explore ITSM practices
10 min
Beginner
By the end of this lesson, you'll be able to:
- Define ITSM terms and practices
- Describe the ITSM maturity model
What are ITSM practices?
Modern IT service teams use organizational resources and follow repeatable procedures, known as practices, to deliver services across various areas.
IT service management (ITSM) practices refer to the set of activities involved in managing and delivering information technology services to meet the needs of an organization. These practices aim to ensure that IT services align with business objectives and that the team delivers services efficiently and continuously improves.
👉 For example: If an app serving as a business’s storefront crashes for Android users, it could cost thousands in lost sales each minute the app is down. Without a standardized approach for incident management, the team won't have an effective workflow to deliver a resolution.
Explore core ITSM practices
There are some core practices that many organizations implement. Atlassian focuses on these practices in our products.
👇 Click the boxes below to explore core practices.
How does Atlassian support ITSM?
Atlassian provides the technology to help modern IT teams plan, build, and deliver services, then ensure that users can always access them. Atlassian’s products implement collaborative workflows like agile project planning, incident management and response, and service management and support.
👇 Atlassian’s products and technology help IT teams plan, build, and deliver.
👇 Click the tabs below to learn more about Atlassian’s products.
Jira Service Management is for IT ticketing and service requests. It helps teams respond quickly to service requests and deliver customer service experiences. Its team-centric IT support workspace has flexible workflows, a self-service portal, agent queues, and more.
Who uses Jira Service Management? Mostly IT Ops, Dev teams, or any other type of service-based team. Other business teams like HR, Facilities, and Legal use Jira Service Management to track their flow of work.
For more information about ITSM, visit Atlassian documentation and The Complete Guide to Atlassian for ITSM.
What is the ITSM maturity model?
The ITSM maturity model is a framework that organizations use to assess and improve their ITSM practices.
☝️Why does maturity matter? Organizations use the ITSM maturity model to assess their current maturity level and identify improvement areas. You can also use the maturity model to track progress over time and to celebrate successes.
The ITSM maturity model consists of several phases. Each phase represents a different level of maturity and capability in IT service management. These maturity levels provide a roadmap for organizations to progress from basic, ad-hoc practices to more advanced and mature processes.
The names and descriptions of the phases may vary depending on the framework or model you use.
👇Click the boxes below to explore the phases of the ITSM maturity model.
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next lesson
What is the IT infrastructure library?
- What is ITIL?
- Explore the ITIL service lifecycle