Information Technology Service Management or ITSM

refers to all the activities involved in designing, creating, delivering, supporting and managing the application and infrastructure life-cycle of IT services.

Well, of course it does, but what are IT services? Think of any piece of technology you use at your workplace – your laptop, the apps installed on it, the printer that your entire team uses, or the option to reset your password even after the first 15 times. They’re all services provided by your IT team. In other words – IT services.

Although the most common perception of ITSM among IT users (employees) is just “IT support”, ITSM goes way beyond resolving day-to-day issues. Your IT team is responsible for end-to-end management of these services. They might use an ITSM software like ServiceNow to effectively manage these services.

Below are several common benefits of ITSM:

 Improve Disaster Recovery and Business Continuity Planning

Improve service restoration recovery point and recovery time objectives

Reduce IT costs and Improve quality of service

Improve customer satisfaction

Improve governance and reduce risk

Increase competitive advantage

Improve flexibility and efficiency

Increase agility for new IT services