IT Service Management (ITSM) is a set of practices and processes that organizations use to manage and deliver IT services to customers. ITSM is a framework for aligning IT services with the needs of the business, and for ensuring that IT services are delivered in a timely, efficient, and cost-effective manner.
ITSM is based on a set of best practices, such as ITIL, COBIT, ISO/IEC 20000, and others, which provide a structured approach for managing IT services. These best practices cover the entire service lifecycle, from service design and transition, to service operation and continual service improvement.
The main components of ITSM include:
- Service Strategy: The process of defining the overall approach to delivering IT services to customers, including the development of service portfolios, service catalogs, and service roadmaps.
- Service Design: The process of designing, documenting, and managing IT services, including the development of service-level agreements (SLAs), service level requirements (SLRs), and service design packages (SDPs).
- Service Transition: The process of planning, testing, and implementing changes to IT services, including the management of change requests and the release of new or updated services.
- Service Operation: The process of managing and delivering IT services on a day-to-day basis, including the management of incidents, problems, and service requests.
- Continual Service Improvement: The process of continuously monitoring and improving IT services, including the use of metrics and the identification of areas for improvement.
Implementing ITSM can bring many benefits to an organization, such as improved service delivery, better cost management, and increased customer satisfaction.