ITSM (Information Technology Service Management) is an service oriented approach to delivering information services, devices and equipment to customers.
- ITSM treats everything as a service
- IT service desk is a communication interface between IT department as provider and its customers
- ITSM needs service catalog to describe level IT services
- ITSM needs CMDB to describe and manage IT environment
ITSM is about managing IT services
ITSM treats everything as a service (Service-oriented approach)
- IT services can include everything from setting up new laptops to maintaining servers and ensuring network security
- Instead of just focusing on technical aspects, services emphasizes delivering value to the organization and its users.
- Imagine IT as a service desk where employees can request assistance or report issues.
- IT service catalog is needed to describe services and its SLAs
ITSM managing IT services in entire lifecycle
- ITSM is the practice of planning, implementing, managing, and optimizing IT services to meet the needs of end users and help organizations achieve their business goals.
- In simpler terms, ITSM refers to how IT teams handle the entire lifecycle of IT services, from design and creation to delivery and support for customers and other stakeholders.
- ITSM is about managing IT services effectively, ensuring they meet business needs, and continuously improving how technology supports the company’s objectives.
ITSM is about handling IT requests, issues and incidents
- Emphasising value and customer means giving the tool to the cutomers to require services
- IT service desk where employees can request assistance or report issues.
ITSM is also about managing IT assets
IT Service Management encompasses more than just managing IT services. It also includes maintaining a Configuration Management Database (CMDB) and organizing IT assets. Let me break it down:
Configuration Management Database (CMDB)
- A CMDB is a central repository that stores information about an organization’s IT assets, including software, hardware, servers, software, network components, and their relationships
- It helps track IT environment
- The CMDB provides a holistic view of the IT infrastructure, allowing IT teams to understand dependencies, manage changes, and also manage IT services
Organizing IT Assets
- ITSM involves managing the entire lifecycle of IT assets, from acquisition to disposal
- This includes tracking hardware (like laptops, servers, and printers), software licenses, and other resources.
- Proper organization ensures efficient utilization, cost control, compliance, and effective support.
- In summary, ITSM covers both service management (incident handling, change management, etc.) and asset management (CMDB, IT asset organization). It’s a comprehensive approach to delivering and supporting IT services while maintaining a well-organized IT environment.
How ITSM works
Imagine requesting a new laptop: you’d submit your request through a portal, create a ticket with relevant details, and initiate a repeatable workflow. The IT team would then prioritize and address incoming requests based on their importance2.
IT Service Management (ITSM) is a set of practices and processes used to manage the end-to-end delivery of information technology services to customers. These services can include everything from setting up new laptops to maintaining servers and ensuring network security. Here are the key points:
ITSM is about managing IT services effectively, ensuring they meet business needs, and continuously improving how technology supports the company’s objectives.
Most popular ITSM frameworks and standards
- ITIL
- ITSM
- DevOps
- COBIT
- SIAM
- IT4IT
- lean
- ISO 27001
How Aptien support ITSM
- Aptien provides ITSM solutions that cover IT delivery, operations, and support, along with best practices.
- IT service catalogue
- Aptien assists IT teams in provisioning relevant services, including planning, designing, building, implementing, deploying, improving, and supporting IT services for various stakeholders
- Managing incidents, changes, or knowledge, ITSM plays a crucial role in ensuring efficient and effective IT service delivery