IT Service Management

IT Service Management – ITSM for short - is characterized by adopting a process-based approach towards IT service management, primarily focusing on customer needs and related IT services for the same rather than focusing more on technology-oriented IT frameworks like networks and systems. ITSM stresses a continual improvement approach to its service delivery. The latest CIO ITSM Annual Report states that 35% of the business houses employ ITSM mainly to support the customer experience, while 48% is used for service quality.

ITSM has common interests in ISM – Information Security Management, and SE – Software Engineering, ITSM framework is also influenced by various standards and adopts concepts from CMMI, ISO 9000, ISO 27000, ISO 27001, etc.

Following are a few frameworks for ITSM and its overlapping disciplines:

  • ITIL – This is a set of detailed practices for IT activities, focusing on aligning the IT services to the business needs
  • COBIT - Control Objectives for Information and related Technologies, is an IT governance framework specifying control objectives, metrics, and maturity models
  • CMMI – It guides all service providers in establishing, managing, and improving services to meet the target business goals
  • eTOM – Also known as Business Process Framework, it is the process framework aimed towards telecommunications service providers

ITSM solutions provide scalable workflows that manage and deliver IT services to users over a single platform. It helps increase the agent’s productivity, resolve issues quickly, and improve user satisfaction. Modern, intelligent ITSM solutions are fast, accurate, and cost-effective and can be operated in the cloud, in a hybrid model, or in your own data center.

Key Business Benefits

  1. Collaborate between IT functions and support teams
  2. Better service and customer experience
  3. Bot interactions
  4. Manage changes efficiently
  5. Real-time KPI and performance metrics to measure the quality of service
  6. Brings transparency into IT services and processes


  1. Out of the box ITIL processes
  2. Comprehensive and intuitive change management capabilities
  3. Powerful stunning reports and visualization allow data-driven insights
  4. Quick time-to-value with out-of-the-box ITIL, best practices, and KPIs
  5. Extensive out-of-the-box integration plugins

Latest Blogs

Service Catalogue Design and Implementation

The Service Catalogue is a cornerstone of an Information Technology (IT) organizations as it outlines, in a formal documentation, the available services that an organization must provide. The catalogue enlists the respective Service Level Agreements (SLA) that must be met, setting expectations between clients and service provider. The Service Catalogue is integrated with other processes like Service Level, Financial, Demand and Request Management. A people-centric service catalogue highlights and focus the IT service delivery on helping your people acquire the resources they need to be successful. A highly effective service catalogue is designed when you list out the end user’s objectives as an outline and then detailing these key points. Following key areas are an example of such outline that can be put to creating an intuitive and effective service catalogue. 1. Identify your customers and service providers 2. Plan your customer needs. 3. Identify the services that will be provided in the service catalogue. 4. Use of proper tools for building the service catalogue 5. Measure, study the user acceptance of the catalogue that is put together 6. Deploy the catalogue to end users 7. Use metrics and feedback for continual improvement Implementing a Service Catalogue Management System provides a single source of information on all operational services and ensures wide accessibility to those who are authorised to access it. This ensures the effective and efficient use of the information to the user and the ever-evolving needs of other Service Management processes. Service Catalogue not only automates workflow and approvals but improves service delivery process through self service solutions reducing operational costs. o Key Business Benefits 1. Centralized management of all requests 2. Improves self-service and simplicity for the user 3. Improves business process 4. Know how satisfies are your customer 5. Consolidated and optimized service catalogue o Features 1. Catalogue structure 2. Standardize fulfilment workflow 3. Catalogue maintenance process 4. User feedback process 5. Catalogue Design process..