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IT service management (ITSM) is a group of procedures and actions that IT companies use to manage their IT services throughout their life cycles. ITSM organizes the IT organization’s operations around service delivery, making sure that the business teams have access to the services they require to perform their daily activities successfully.
ITSM associates an organization’s IT goals and actions with the overall business goals. It reduces IT costs, allowing businesses to optimize their return on investment and get the most out of their IT budgets. ITSM is a methodical approach to IT that encourages transparency and accountability between IT and the business.
An ITSM framework is an official structure of best practices that provides a realistic direction to service management, enabling continual development of provided services. The ITSM framework defines standard procedures and techniques to improve IT productivity and supports a wide range of IT services like networks, databases, and applications, as well as non-IT business activities.
Some of the most popular ITSM frameworks are ITIL, COBIT, ISO/IEC 20000, MOF, USMBOK, Six Sigma, TOGAF, etc.
ITSM is a set of processes that organizations use to manage and deliver their IT services and through which users can make IT-related requests and report issues. ITSM aligns the goals of the IT organization with the business requirements.
ITIL (Information Technology Infrastructure Library) is a framework that first appeared in the 1980s as a collection of best practices for ITSM. ITIL provided standardization and broad adoption of best practices to IT companies everywhere, and it continues to be the dominant standard for IT organizations all over the world when it comes to providing efficient IT service management.
The ITIL framework serves as a road map for modern IT businesses to follow while implementing ITSM to bring greater value to their organizations through effective management of the IT service life cycle.
The ITIL processes are classified into five service lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
The goal of Service Strategy is to define which services the IT organization will provide and what capabilities will need to be created.
Service Design is concerned with the creation of new IT services as well as the modifications and enhancement of current ones.
The goal of Service Transition is to build and deploy IT services in a coordinated manner so that they cause minimum impact on existing operations.
Service Operation guarantees that IT services are delivered effectively and efficiently.
Continuous Service Improvement (CSI) attempts to continuously enhance the efficacy and efficiency of IT processes and services by making use of quality management methodology.