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
- Collaborate between IT functions and support teams
- Better service and customer experience
- Bot interactions
- Manage changes efficiently
- Real-time KPI and performance metrics to measure the quality of service
- Brings transparency into IT services and processes
Features
- Out of the box ITIL processes
- Comprehensive and intuitive change management capabilities
- Powerful stunning reports and visualization allow data-driven insights
- Quick time-to-value with out-of-the-box ITIL, best practices, and KPIs
- Extensive out-of-the-box integration plugins