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IT Service Management (ITSM)

What is ITSM? 

ITSM stands for Information Technology Service Management. It is the umbrella term for everything that an IT team does to organize the way it delivers its services to internal or external clients.

IT Services can include design, creation, implementation, operation, control, and support of relevant technology services. The goal of ITSM is to provide a solid framework for IT to deliver services while maintaining specific quality standards.

Why Does it Matter? 

The term ITSM originated in 1989 along with ITIL. While these frameworks have existed for a while, they are now more relevant than ever as technology enables IT teams to implement best practices at scale. 

In a recent study, only half of end-users reported being satisfied with IT. ITSM software can optimize processes, enforce best practices, and make for a better experience for users on both ends. 

ITSM is relevant to all departments, from customer service to IT teams, and properly implemented ITSM is important for companies of all sizes.