The term “ITSM” (IT Service Management) refers to the complete set of strategies, methods, and tools used to plan, deliver, operate, and continuously improve IT services. The goal of ITSM is to align IT services with business needs, enhance service quality, and increase the efficiency of the IT organization. ITSM often follows established frameworks such as ITIL (IT Infrastructure Library).
Incident Management: Recording, classifying, and resolving disruptions to minimize downtime.
Service Request Management: Managing user requests, e.g., for access rights, software installations, or information.
Change Management: Structured planning and implementation of changes to IT systems to reduce risks.
Problem Management: Analyzing recurring issues to eliminate root causes permanently.
Configuration Management (CMDB): Managing and documenting all relevant IT assets and their relationships.
Knowledge Management: Building and maintaining a knowledge base to resolve issues faster.
Service Level Management: Defining, monitoring, and ensuring compliance with agreed Service Levels (SLAs).
Reporting & Dashboards: Providing metrics and visualizations for performance measurement and decision support.
Self-Service Portal: Platform for users to report incidents, submit requests, and access knowledge articles independently.
A company processes all IT incidents centrally via an ITSM tool to shorten response times.
An IT team plans and documents system updates using a change management module.
An organization uses a CMDB to understand dependencies between servers, applications, and networks.
A helpdesk resolves recurring issues faster using an internal knowledge base.
A CIO monitors SLA compliance through a central dashboard.