What is IT Service Management?

IT service management or ITSM can be defined as a strategic approach that helps in designing, delivering, managing, and improving the way in which businesses make use of IT services. By availing an IT service, businesses get access to information and processes that enable them to accomplish crucial business goals. ITSM allows cross-department collaboration, empowers teams to exchange knowledge, and aids in responding quickly to issues.

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What are the Processes in ITSM?

The following are the processes involved in IT service management:

·         Asset management:Hardware and software assets are required for the functioning of IT services. It is essential to update, track, and map these assets in order to determine the ways in which they interact. Capacity management and configuration management come under the same umbrella of asset management.

·      Change management:Though effective change management, you can ensure the usage of standard procedures to promptly handle all the changes made to IT infrastructure, be it managing the current services, implementing new ones, and resolving any issues that exist in the code. It helps you stay aware of the hurdles present in your production system and minimize the risks.

·         Knowledge management:Knowledge managementis the process in which the information and knowledge related to an organization is created, shared, used, and managed. It combines with other processes in ITSM and helps with discovery and avoiding duplicated work by organizing the IT services and making the related information available.

·         Problem management:Identify and manage the issues regarding an IT service through problem management. Not only does this process help in finding the issues and fixing them, but they also aim to determine in detail regarding the causes of the incidents and taking the necessary steps to get rid of those root causes so that same problems do not arise again.

·         Incident management: Whenever a service is interrupted or there’s an unplanned event, incident management helps with restoring the services and getting the operations running. In such cases, the IT service desk addresses the issue, restores the availability of services, and makes the required improvements.