Posted on : 10 Nov, 2020, 10:32:35 AM

Information Technology Service Management (ITSM): An Introduction

Information Technology Service Management (ITSM): An Introduction

What is ITSM?

ITSM is an acronym for Information technology service management, which refers to a combination of activities that are performed by an organization to design, plan, deliver, operate, and control customer-oriented IT services. In simple words, how you manage information systems that bring value to your customers.

In this ITSM article, we will cover points:

  1. What is ITSM?
  2. ITSM processes
  3. IT Systems Management & IT Infrastructure Library (ITSM VS ITIL)
  4. How to implement ITSM processes and workflows
  5. Popular ITSM frameworks
  6. Benefits of ITSM
  7. Disadvantages of ITSM
  8. Conclusion


ITSM Processes

The ITSM process helps in managing IT services. Organizations need to supervise the service’s capabilities, changes, performance, and problems. ITSM Process typically includes five stages, all based on the ITIL framework.



 The stage marks the foundation of an organization’s ITSM process building. It involves carefully defining services, strategic planning, and then recognizing and developing the required resources to keep processes moving. It includes the following aspects:

  • Strategy Management

Assessing the organization’s market, offering, and competition, and developing a strategy for IT services.


  • Service Portfolio Management

Managing the service catalog to ensure it has the right IT services, within the defined level of investment, to cater to customers.


  • Financial Management

Managing the organization’s budget, accounts, and bills


  • Demand and Capacity Management

Understanding the demand for the defined IT services, and ensuring that the organization can meet customers’ demands and needs


  • Business Relationship Management

Identifying the customers’ needs, ensuring that the right services are created to meet the requirements hence, maintain a positive relationship with end-users.



The stage’s main aim is planning and designing the IT services the organization offers to meet business demands. It has various elements of IT service design.


  • Design Coordination

Managing designs to ensure that newly designed IT services are effective


  • Service Catalog Management

Creating and maintaining a service catalog that provides all information about the organization’s IT offering


  • Risk Management

Identifying potential risks caused by IT services processes


  • Service Level Management

Helps in improving and maintaining the level of service to your clients, It helps to meet the SLA (service level agreement).


  • Capacity Management

Analyzing the capacity of the offered IT services and ensuring that they suffice to meet the expected service level targets


  • Availability Management

Managing all aspects of the availability of IT service


  • IT Service Continuity Management

Managing risks to ensure that at least the minimally agreed service levels are met, so, that’s there no disruption to continuity.


  • Information Security

Maintaining data securing, while protecting the confidentiality and integrity of the organization


  • Compliance

Ensuring IT services complying with legal policies


  • Architecture Management

Building the future of the organization’s technological landscape based on the latest technology available in the market


  • Suppliers Management

Managing the supplier’s contracts to ensure the fulfillment of contractual commitments



Once the design of the IT service is finalized, it is time to develop and test them to ensure that the process flows. This calls for Change management, evaluation, and risk management.


  • Change Management and Evaluation

Controlling the changes within the IT life cycle, including operational, strategic, or tactical changes


  • Project Management

Planning and managing major release activities


  • Knowledge Management

Developing a common sharing IT space within the organization


  • Service Asset Management

Maintaining IT assets that are required to offer IT services


  • Release and Deployment Management

Planning, scheduling, and controlling the deployment of various releases to ensure minimal disruption to IT services



This phase deals with the implementation of the tried and tested new or modified designs in a real situation.


  • Incident Management

Ensuring that all IT incidents are resolved at the earliest


  • Problem Management

Managing and minimizing the impact of IT incidents that led to the problem


  • Technical Management

Managing the IT infrastructure with the best technical expertise and support



The implementation of IT processes should not be the final stage for any organization. There should always be room for improvement as new issues can pop up anytime.


  • IT Service Review

Reviewing offered services to identify any scope for identification.


  • Process Evaluation

Monitoring and evaluating processes to maintain the desired benchmark


  • CSI Initiatives Management

Defining and monitoring CSI initiatives to ensure proper implementation of CSI activities.



As mentioned above, ITSM stands for IT service management, it’s about how an organization manages IT services for customers. ITSM refers to all the activities involved in this process, which are creating, implementing, and controlling.

 ITIL stands for the IT infrastructure library. It is best known as a framework for ITSM practices. These processes are not organization-specific. Instead, they are integrated with the organization’s strategy.

In short, ITSM defines “what”, while ITIL defines “how”.


How to Implement ITSM Process and Workflows 

There are simple steps to implement ITSM processes and workflows. Read on:


  1. Audit existing ITSM operation to find out the gaps
  2. Educate, communicate, and involve stakeholders while implementing ITSM processes.
  3. Outline the critical success factors and keep a tab on KPI and metrics.
  4. To automate the process using relevant ITSM tools develop a feedback loop and other stakeholders


Popular ITSM Frameworks

An ITSM tool is a software service, widely used to deliver IT services. It can be standalone software or a suite of applications, consisting of multiple apps to focus on various functions. It also helps in performing roles like incident management, handling service management, problem, and change management.

Here are some famous ITSM services frameworks:

COBIT (Control objectives for information and related technologies): An IT governance framework, which specifies control objectives, metrics, and maturity models.

Business Process Framework (eTOM): A process-related framework for telecommunications service and provider.

FitSm: It is a standard for lightweight service management.

Six Sigma: This framework helps you to focus on your core objectives, collecting data and analyzing.

MOF (Microsoft operations framework): It is a series of guidance for creating, implementing, and managing cost-effective IT services.

TOGAF: It is made and managed by an open group as a method to provide businesses with a structure for implementing the technology.



  1. Reduce the cost of IT operations
  2. Higher returns on IT investments
  3. Helps in defining roles and responsibility
  4. Improve productivity
  5. Helps in shortening the gap between possible incidents and their solutions
  6. Quick reaction to change and innovation in the market
  7. Enhances teamwork and collaboration
  8. Analytics to measure and improve its performance



  1. All the ITSM frameworks are not compatible as they cannot be integrated with all the IT related services
  2. Some frameworks are not compatible with specific operating systems, cloud and web-based services
  3. If an organization is using certain software then it is vital to check the compatibility of the chosen ITSM
  4. A few ITSM platforms do not offer great scalability
  5. It can be counter productive in the long run


ITSM stands at the center of empowering organizations. With the rise of technological advancements and reliance on software-powered service accelerates; IT service teams are enabling themselves across the organization to deliver value. It’s time to embrace ITSM approaches that emphasizes collaboration, user-friendly and quick value delivery. To learn more about ITSM, visit our ITSM Certification Courses Catalog.

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