What is IT Service Management?

What is ITSM?

IT service management - often called ITSM - is simply how IT teams manage the delivery of end-to-end IT services to customers. This includes all of the IT service design, creation, delivery and support processes and activities. The central concept of ITSM is the belief that IT must be provided as a service.

Because of their daily interactions with computers, people often interpret ITSM as basic computer support. Rather, ITSM teams oversee all kinds of workplace technologies, from laptops to servers to critical software applications.

ITSM generally consists of different basic processes, as defined by ITIL - the most accepted framework or approach for ITSM. Here are some of these processes:

• Service request management
• Knowledge management
• IT asset management
• Problem handling
• Problem management
• Change management

You will find that some of these processes - such as IT asset management, problem management and change management - do not fall under standard IT support. Indeed, the ITSM includes all the activities involved in the supply of IT to the company. Although the scope of the ITSM is broad, the helpdesks and helpdesks are defined much more precisely and represent only small parts of the ITSM.

Also read : it help desk outsourcing