IT Service Management (ITSM)


IT service management, also known as ITSM, is essentially the process by which IT professionals manage the end-to-end delivery of IT services to clients. This comprises all of the processes and activities involved in designing, developing, delivering, and supporting IT services.

The premise that IT should be supplied as a service is central to IT Service Management. A common ITSM scenario would entail requesting new gear, such as a laptop. You would submit your request via a portal, fill out a ticket with all pertinent details and initiate a repeating cycle. The key would then be routed to the IT team’s queue, where new requests are prioritized and resolved.

People frequently misinterpret ITSM as basic IT assistance due to their day-to-day contact with IT. ITSM teams, on the other hand, manage all types of workplace technology, from laptops to servers to mission-critical software applications.

A widespread line of thought in the IT industry holds that a proper approach to ITSM should take three steps in this order: 1) Create and deploy IT technologies. 2) Implement and enforce the proper procedure. 3) People are capable of learning the technology and adhering to the method. Atlassian challenges that assumption.

The team comes first for us. We’ve even established a team playbook to provide tools to help teams improve their working practices. IT departments should be constantly learning and improving. They must feel respected and empowered in order to make an impact on the organization. Rather than being forced to follow standards set by a tiered reporting structure or a strict process, IT teams can make informed judgments about SLAs and which software to install. Strong IT teams are crucial to strong firms because they enable productivity and digital change. The team is central to ITSM procedures and technologies.

ITSM vs ITIL vs DevOps

IT teams use many frameworks to govern their work. The most prominent ones we hear about are ITSM and DevOps, but there are countless additional concepts to consider, such as COBIT, SIAM, IT4IT, lean, and so on…

So, what abbreviations should you be aware of? In this section, we’ll look at two of the most significant frameworks for modern IT teams: ITSM and DevOps, as well as a common approach to ITSM. Let’s begin by defining a few crucial words.


As previously stated, IT Service Management is essentially the process through which IT professionals manage the supply of IT services to clients. The approach to ITSM of a team might be organized to correspond with ITIL norms while also being impacted by DevOps ideas


ITIL is the most extensively used ITSM methodology. ITIL is concerned with practices for aligning IT services with business requirements. ITIL can assist firms in adapting to continuous transformation and scale. ITIL 4, the most recent ITIL standard update, marks a paradigm shift for IT departments. It steers teams toward a more holistic, business- and customer-value-focused frame of reference, and fosters a more flexible approach based on how your team operates. Collaboration, simplicity, and feedback are encouraged by the ITIL 4 Guiding Principles.

ITIL is sometimes portrayed as “the rules,” rather than recommendations that can be interpreted. However, just because we need to follow processes and document work does not imply we should create massive amounts of paperwork and bureaucratic overhead. There is no reason to hide behind processes or ITIL “rules.”


DevOps promotes agile and lean approaches to enable faster IT service delivery. DevOps fosters better collaboration between development and IT operations teams, allowing firms to produce, test, and deliver software more quickly and reliably. Increased trust, faster software releases, the ability to handle major issues rapidly, and better management of unplanned work are among the stated benefits.

Though DevOps encompasses continuous development, integration, and automated delivery, the concept is based on cultivating a culture of collaboration among teams that have traditionally worked in silos. Much of the background and mindset surrounding DevOps is about breaking down old barriers and working together – cooperatively. Unfortunately, this is frequently interpreted as only applying to ‘Dev’ and not ‘Ops.’

ITSM and DevOps are frequently pitted against one another as a “either/or” choice – “we are an ITSM or a DevOps house.” There needs to be some clarification about what ITSM and DevOps provide and how they might function together. Modern, high-performing teams understand that they must be able to work smarter and faster while yet maintaining process and control.

It’s time to move past the ITSM versus. DevOps debate and incorporate components of both – whether you formally adhere to guidelines or not. DevOps is much more than just automated development; it emphasizes the value of cooperation and a guilty society.

The value of ITSM

Value of ITSM

ITSM is helpful to your IT team, and service management principles can benefit your entire organization. ITSM increases efficiency and productivity. A structured approach to service management also aligns IT with business goals by standardizing service delivery based on budgets, resources, and results. It lowers expenses and hazards while also improving the consumer experience.

Some of the most common ITSM benefits we’ve discovered include:

  • Connecting IT teams with company goals, as measured by success metrics.
  • Facilitating cross-departmental collaboration.
  • Bringing together IT and development teams through improved project management methods.
  • Enabling IT teams to share information and improve continuously.
  • Improving request coordination for better service.
  • Increasing customer-centricity through self-service and improved workflows.
  • Responding to significant incidents more promptly and preventing future ones.

ITSM processes

What exactly are ITSM processes? ITIL version 4 has changed its recommendation of ITSM “processes” to 34 ITSM “practices.” The new language was developed so that “components such as culture, technology, information, and data management can be examined to obtain a holistic perspective of the ways of working.” This broader approach more accurately represents the realities of current companies.

We won’t get into the subtle variances in the nomenclature used for practices or procedures here. What matters, and is true regardless of the framework your team uses, is that contemporary IT service teams employ organizational resources and repeatable methods to provide consistent, efficient service. In fact, it is the use of practice or procedure that separates ITSM from IT.

Among the key ITSM processes are:

Management of Service Requests

Service request management is a standardized system for addressing a wide range of client service requests, such as requests for application access, software upgrades, and hardware updates. The service request workstream frequently contains repeating requests and benefits substantially from providing expertise to customers and automating some operations.

Knowledge Management

Knowledge management is the process of developing, distributing, deploying, and managing an organization’s knowledge and information. It refers to a holistic approach to attaining corporate goals by making the best use of knowledge.

IT Asset Management

IT asset management (also known as ITAM) is the process of making sure that an organization’s assets are properly identified, installed, maintained, improved, and disposed of. Simply put, it is ensuring that your organization’s important assets, both actual and intangible, are recorded and employed.

Management of Change

Change management guarantees that standard protocols are followed for the efficient and timely handling of all IT infrastructure changes, whether they be rolling out new services, managing existing ones, or fixing code bugs. Effective change management gives context and transparency in order to avoid bottlenecks and minimize risk.

Don’t be intimidated by them, or the even longer list of ITIL practices. Begin where you are and implement the practices that make the most sense. Your team can expand from there, learning and adapting as the organization evolves.

Problem Management

The practice of discovering and addressing the causes of problems in an IT service is known as problem management. Problem management includes not only locating and resolving occurrences but also recognizing and comprehending the underlying reasons for an incident and determining the best strategy to eradicate the main causes.

ITSM software and tools

ITSM software enables IT, teams, to contribute to corporate needs and approach organizational change, transformation, and growth strategically. There are numerous ITSM software options on the market, ranging from standalone programs to platform services.

We frequently hear IT teams complain that the traditional ITSM solutions they employ are rigid, making it difficult to adjust and react to changing requirements. There are also several tools for the various ITSM processes. Modular tools create walls, separate people, and foster a lack of visibility across teams. Traditional ITSM technologies are frequently difficult to implement and manage, and end users avoid using tools that are difficult to use, resulting in inadequate or non-existent self-service ITSM capabilities.

Because the service desk is the core of ITSM, selecting the correct service desk software for your organization is crucial. The service desk will act as a liaison between customers and the IT team. A service desk is defined in ITIL as “the service provider’s and users’ single point of contact A typical service desk processes issues and service requests, as well as user communication.” The service desk should also be involved in the management of other ITSM procedures. Check to see if your service desk and other ITSM tools match the following criteria:

Simple to use and set up – Includes a sleek, intuitive self-service site that makes it simple to obtain help, search for knowledge, and track issue progress.

Allows for collaboration – Provides a platform for developers and cross-functional teams to collaborate on issue resolution.

Adapts to your requirements – Is adaptable enough to accommodate any resolution, escalation, or modification procedure that your IT Teams may devise.


ITSM is at the heart of organizational modernization. As the emergence of software-powered services continues, IT service teams across enterprises are enabling people and teams to provide value more quickly. The IT team’s function has shifted from supporting the company to differentiating the business. It is time to shift ITSM methodologies to emphasize cooperation, ease of use, and faster value delivery.

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