Definition
ITSM stands for IT Service Management. It is the practice of designing, delivering, managing, and improving IT services within an organisation to meet business and customer needs. ITSM focuses on aligning IT operations with business objectives and ensuring that technology supports value creation.
For example, a company may use ITSM processes to handle helpdesk requests, manage incidents, and implement change management across its IT infrastructure.
Advanced
ITSM frameworks, such as ITIL (Information Technology Infrastructure Library), provide structured approaches to service delivery and lifecycle management. Core processes include incident management, problem management, change management, asset management, and service request fulfilment.
Advanced ITSM incorporates automation, AI-powered chatbots for ticket handling, predictive analytics for problem detection, and integration with DevOps pipelines. Cloud-based ITSM platforms like ServiceNow, BMC Helix, and Jira Service Management offer real-time dashboards, workflow automation, and compliance monitoring. In regulated industries, ITSM also ensures adherence to standards such as ISO/IEC 20000.
Why it matters
- Aligns IT services with business goals and user expectations.
- Improves service quality and customer satisfaction.
- Reduces downtime and operational risks through structured processes.
- Supports compliance with regulatory and industry standards.
Use cases
- Managing incidents and service requests in an IT helpdesk.
- Automating change approval workflows to reduce delays.
- Tracking IT assets across the organisation lifecycle.
- Integrating monitoring tools for proactive problem management.
Metrics
- Mean time to resolution (MTTR) for incidents.
- First contact resolution rate for service requests.
- Change success rate without incidents or rollbacks.
- User satisfaction scores from IT support services.
Issues
- High implementation costs for enterprise ITSM tools.
- Resistance from teams adapting to structured processes.
- Overly rigid workflows limiting agility.
- Integration challenges with legacy or cloud systems.
Example
A financial services firm implements ServiceNow to streamline ITSM. By automating ticket routing, standardising change management, and integrating monitoring tools, the firm reduces downtime, improves compliance, and increases employee satisfaction with IT services.