Call Us : IDN +62-21-572-4712 – JPN +81-48-553-3191
  Call Us : IDN +62-21-572-4712 – JPN +81-48-553-3191
  Call Us : IDN +62-21-572-4712 – JPN +81-48-553-3191
  Call Us :
IDN +62-21-572-4712 – JPN +81-48-553-3191

Understanding IT Service Management (ITSM)

Table of Contents

A well-managed information technology system is one of many factors that contribute to a business’s success. To manage the IT infrastructure in your company, you need to fully grasp and properly implement IT Service Management or ITSM.

What is ITSM?

IT Service Management or simply ITSM is an arrangement for the IT team to administrate end-to-end IT services to customers. This includes processes for designing, manufacturing, delivering, and supporting IT services with a focus on the customer.

The mentioned IT team is typically a combination of individuals who are in charge of IT Support, Network, Design, Product Creation, and other IT Services.

Customers are benefited from this IT service solution. On the other hand, ITSM can also be implemented within the company itself. The business certainly benefits from prioritizing to whom the IT team provides services because it focuses on customers and their expectations.

ITSM arose from the belief that information technology is closely related to services, and that interactions with the IT staff are frequently related to hardware/software issues. Even if it is more thoroughly understood, the ITSM team is in charge of all kinds of technology in the workplace, from laptops and servers to software used for business processes.

Why is ITSM Important?

ITSM is very useful to the IT and Management teams who are in charge for services. Because ITSM directs the organization to improve efficiency and productivity. This service management structure method can align the team based on business goals, applied standards, resources, and work results. This reduces expenses, risks, and enhances the customer experience.

ITSM processes

In general, the various management processes carried out in this process include :

1. Service Request Management

Service request management is a procedure for handling various customer service requests, such as requests for access to applications, software upgrades, and hardware updates. Workstream service inquiries are frequent. These chores can be automated to save IT teams a significant amount of time and money. Certain duties should be automated.

2. Knowledge Management

Knowledge management is the process of creating, sharing and managing knowledge and information from an organization. It refers to a multidisciplinary approach to achieve organizational goals through the most effective use of knowledge.

3. IT Asset Management

IT asset management (ITAM) is the process of ensuring an organization’s assets that an organization’s assets are properly accounted for, distributed, maintained, enhanced, and disposed of. Simply put, it ensures that your organization’s valuables, both tangible and intangible, are tracked and used.

4. Incident Management

The process of reacting to unplanned events or service interruptions and restoring services to operational status is known as incident management. As everything software services organizations depend on today, there are more potential points of failure than ever before, so these processes must be ready to respond and resolve issues quickly.

5. Problem Management

The process of finding and managing the causes of incidents in IT services is known as problem management. Problem management entails not only locating and repairing incidents, but also identifying and comprehending the underlying causes of an incident and determining the best method to eliminate the core causes.

6. Change Management

Change management ensures standard procedures are used for the efficient and fast handling of all changes to the IT infrastructure, whether it’s the launch of a new service, the management of a current one, or the resolution of code issues. Effective change management provides context and transparency in order to prevent bottlenecks and minimize risk.

The Bottomline

The modernized business is inseparable with ITSM at its center for faster value delivery. IT department’s role has become more and more crucial and the need to approach the right consultant for ease of use can be the best decision your company takes. Contact us through the contacts listed on this page and book your consultation!  

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