What is IT Service Management (ITSM)?

Today, rapidly developing technology continues to play an important role in the business world. As a result of this situation, it is becoming increasingly impossible to distinguish between business processes and IT. In order for the daily work of an organization to run smoothly and without interruption, users must use all technology to its potential and IT solutions must be integrated into these processes. IT Service Management helps address this need.

IT Service Management aims to align the delivery of the organization's IT services with the needs of the business in order to satisfy the end-user. IT Service Management encompasses a defined set of policies, processes, and methods for bringing together the right processes, people, and technology to deliver IT products and services that help organizations meet their business goals more easily and more efficiently.

What is IT Service Management?

IT Service Management (ITSM) is a combination of processes and methods designed to design, deliver, manage, and improve an organization's IT services with a focus on the end-user, aligning them with the needs of the organization. IT Service Management develops and supports customer-centric IT services to help an organization grow.

IT Service Management is a complex discipline, but its core concept is the belief that information technology (IT) should be delivered as a service. IT Service Management aims to ensure and maintain the optimal distribution, operation and management of each IT resource for each user in an organization.

What are IT Service Management Processes?

IT Service Management helps organizations manage their IT services capabilities, how it performs, makes changes, and what happens when it encounters problems. These processes are primarily defined in the Information Technology Infrastructure Library (ITIL) framework but fall into several major categories that appear in various forms in IT Service Management (ITSM) frameworks.

Incident Management

Incident Management defines the process of responding to an incident with the aim of restoring service availability and making improvements to prevent recurrence of the problem, with minimal impact to users and the business, whether there are problems that may occur in IT services or disruptions that may occur due to an interruption.

Problem Management

Problem Management helps to identify the root cause of an incident and is also the process of identifying the factors causing the root cause and ways to eliminate it. Issue Management allows for the permanent resolution of issues to improve service delivery and performance.

Change Management

Change Management is the creation of processes and practices that mitigate risks from IT service outages, compliance issues, and changes to critical systems, and provides transparency to avoid bottlenecks.

Service Request Management

Service Request Management is an iterable procedure for handling a wide variety of customer service requests, such as requests for access to applications, software enhancements, and hardware updates, and often greatly helps customers stay informed and automate certain tasks.

IT Asset Management

IT Asset Management is a procedure for monitoring all hardware and software assets an organization has throughout its lifecycle, updating them accordingly, and controlling how they interact.

Information Management

Knowledge Management is the process of creating, sharing, using and managing an organization's knowledge and information about IT services and refers to a multidisciplinary approach to achieve organizational goals by using the information in a searchable and constantly updated way.

What are the Advantages of IT Service Management?

Regardless of the size of the organization, every organization participates in IT Service Management in some way. IT Service Management provides easy monitoring and management of incidents, service requests, issues, changes and IT assets in addition to IT services. An effective IT Service Management has positive effects on the overall functioning of the organization.

• Standardization and integration

IT Service Management helps standardize IT procedures across departments and has ITSM tools specifically designed to support these functions. Proper use of ITSM tools that help IT employees do their jobs simplifies business processes. However, the use of ITSM tools also improves synchronization between different departments and allows employees to perform tasks better.

• Enhanced ROI

Using IT Service Management streamlines IT services within the organization, thereby increasing productivity. Increased productivity within the organization means more revenue.

• Time and effort saving

IT Service Management allows teams to further manage their workflow processes and can identify procedures that need to be simplified. However, My IT Service also allows some steps in a procedure to be automated. Thus, the work on the teams is reduced. They can finish their work in less time with less effort.

• Visualization

IT Service Management tools provide quick and easy visualization of flows to understand what a workflow process looks like. With ITSM tools, you can reorganize steps in a workflow, eliminate unnecessary ones, automate steps, and identify exactly where a process needs to be simplified.

• Cost-saving

IT Service Management provides advanced IT solutions that add value to organizations. It helps save time and money to fix technological glitches and plays an important role in developing functions that contribute to the overall growth of the organization.

• Increasing performance and efficiency

Using IT Service Management tools allows employees to access the information they need in less time. This reduces the time and effort required to solve a problem and increases efficiency. ITSM allows employees to seamlessly sort their reports, reducing the risk of future errors.

• Managing assets

Using IT Service Management, both software and hardware assets can be monitored 24/7. This allows to effectively manage IT assets throughout their lifecycle. It also helps prevent data loss risk and security threats.