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IT service management (ITSM) is a way companies implement and run their IT. It comprises various activities and processes that support the entire lifecycle of an IT service. This includes (but not exhausts with) certain practices implementation and day-to-day management, such as incident and request management, service desk, service design, service level management, strategy management, risk management, change management, problem management and many-many more.
An IT service provides access to information and processes to achieve business goals and create value. This can include provisioning and supporting enterprise applications, optimizing IT infrastructure, and managing processes such as help desk support or service desk support. The focus of ITSM is clearly on service. The core concept follows the conviction that IT should be provided as a service.
ITSM increases the quality and speed of service delivery and maximizes customer satisfaction.
Modern IT services use structured procedures and activities to ensure their performance. The most widely used best practice guide for implementing and documenting ITSM is ITIL (Information Technology Infrastructure Library). According to this, among others, the following ITSM practices can be defined:
With the right ITSM software, IT teams can establish a strategic approach to transformation and growth aligned with business needs. ITSM software can be a standalone application or a platform service. An example of an ITSM tool with extensive service desk functionality is Jira Service Management (JSM). JSM provides a comprehensive platform that supports ITSM practices such as incident management, problem management, change management and more.
By using IT Service Management (ITSM), organizations can gain a variety of benefits, including:
Overall, ITSM is an essential strategic approach to managing and improving the quality and efficiency of enterprise IT service delivery. By implementing ITSM best practices, organizations can better manage their IT services, reduce costs, increase customer satisfaction and more effectively achieve their business goals.
Andreas Springer _Actonic_