A step-by-step guide to IT Service Management (ITSM)

Align your IT and Business Operations on the same page implementing IT Service Management.

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What is ITSM?

ITSM is an Information Technology Service Management that helps businesses implement their IT services effectively. ITSM platform manages, delivers, and implements IT services all in one platform to meet an organization’s needs. In addition, it helps design and enhance IT services for all departments a business offers to its end users.

ITSM solution is not only for IT support; it is not about troubleshooting only IT issues. ITSM also has other aspects of concern, such as:

  • Services – ITSM helps streamline the operations that serve through the software and hardware, among other things.
  • End Users – To offer better services to the employees and clients who use IT services.
  • Quality – ITSM helps to solve business IT problems effectively.
  • Cost – It helps to cut costs for all the IT solutions.
  • Business – IT Service management helps a business do its primary functions for better outcomes.

The Importance of ITSM

ITSM platform is no longer simply part of large organizations for their IT operations. With technology being used by businesses of all sizes to streamline their operations and attain optimal productivity levels, business needs to be on top of the competition to offer better customer experience and employee satisfaction.

ITSM software is AI-enabled, user-friendly, and powerful IT service that aligns business needs while also giving value to internal customers and employees. To meet an enterprise’s needs, ITSM tool is employed to implement, maintain, and provide IT services efficiently. In addition, it confirms that the business resources, technologies, and processes are adequately integrated to produce value. Also, ITSM allows IT to consider and implement secure strengths that have a tangible impact.

Every business, regardless of size, is employed in IT service management to ensure that incidents, service requests, issues, changes, and other aspects of IT services are managed seamlessly.

ITSM solution encloses multiple IT management frameworks that involve centralized business systems. Multiple frameworks fall under the ITSM discipline, where some address unique industry-specific IT needs, including those in healthcare, government, or technology. Enterprise using IT service management tool believes IT is a service, concentrating on delivering valuable services to customers rather than a department that manages technology.

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An ITAM solution helps organizations automate the end-to-end life cycle of IT and Non-IT assets across the organization.

ServiceOps Patch Manager

Patch management solution designed to help organizations manage, streamline, and automate the patch management life cycle.

ITSM- A Strategic Approach

Information Technology Service Management (ITSM) is the cluster of procedures and practices used by organizations to manage IT services during their life cycle.

Information Technology Service Management (ITSM) is the cluster of procedures and practices used by organizations to manage IT services during their life cycle.

Organizations get IT services at the impromptu level, which can rapidly become a disadvantage as organizations grow to the next level. In addition, some IT groups frequently battle to monitor all that should be finished on a specially appointed premise.

ITSM reduces IT costs and allows companies to get the most out of their IT investments. It streamlines the processes using a formal documentation framework, including financial cost monitoring, mitigates different risk forms, and helps improve management.

ITSM’s purpose is to invariably support and improve the delivery of IT services to align with the needs of the enterprise. ITSM process helps you to manage IT services.

ITSM Services and Features

Motadata ITSM features help organizations adopt the most effective service management principles from frameworks such as ITIL, DevOps, Lean, Agile, and more.

Incident Management

Maximize your Service Desk Adoption by enabling users to raise and track tickets, ensuring timely resolutions with SLA management, Monitor Service Desk Performance, and more.

Problem Management

Get greater visibility into systemic issues, improve user satisfaction, automate low-level tasks, fasten the response time, and more by eliminating Recurring Incidents.

Change Management

Minimize the risk and impact of Changes in your IT infrastructure with our ITIL-aligned change management module to bring Control and Increase the Efficiency of every rollout.

Release Management

Deploy software upgrades to your IT infrastructure and Maximize Transparency into your releases using our ITIL-aligned Release Management that Reduces the overall risks.

Knowledge Management

Helps users with Self-Service Portal, boost technician efficiency, and share knowledge on the software, which helps reduce the Number of Incoming Tickets.

Request Management

Streamline your ticket resolution process with Proactive Ticket Management, Smart Automation, and Multi-channel Support to solve multiple requests.

Configuration Management

Creates transparency in tracking and managing accurate information for IT and Non-IT asset inventory to avoid wasteful spending and meet all Compliance Requirements.

Conversational AI

Leverage the power of conversational AI with a built-in NLP engine, reduce ticket volume, and increase technician productivity backed by robust plugin-based automation architecture.

Service Catalog

Streamlines the process of delivering Products and Services by Eliminating Silos, bringing more Transparency, and enhancing Customer Experience through Self-service.

Why do Enterprises need ITSM?

Businesses worldwide are going through the digital transformation that requires a modern touch. An ITSM application bridges the gap and helps businesses in their transformation. It brings the maturity to implement automation and streamline IT service delivery processes according to the business goals.

Without a systematic process and cycle, it is difficult to serve clients and maintain IT services for a small or huge organization. Motadata IT Service Management estimates performance for highly characterized and traced matrix. This enduring task to track and measure work on the conveyance of IT on the side of organization goals fundamentally advances the IT operations proficiency of the business.

From simplifying the IT processes to solving the issues in the existing system to managing the availability of resources and improving client service, enterprises require advanced IT solutions that can increase their work output and attain their goals. In addition, IT services ensure flexibility in the infrastructure, making it easy for companies to adapt to the changing environment.

Motadata ITSM platform supports an organization’s ITSM endeavors by rebuilding client care, normally starting with an IT help work area. It ensures that service delivery is continuous and reliable, assisting with business operations and efficiency, keeping the business running smoothly, and providing a better end-user experience.

Also Read: ITSM Platform to Accelerate Digital Transformation

ITSM helps businesses,

  • Achieve cost efficiency by optimizing business operations.
  • Achieve readiness for future changes.
  • Improve risk management through better compliance.
  • Better knowledge sharing across the organization.
  • A proactive, process-oriented approach.
  • Adequate alignment with business needs.
  • Increasing efficiency to lower IT costs.
  • Greater transparency and accountability.
  • Continuous addition of new functions.
  • Enable next-generation technologies like automation.

Motadata IT Service Management Tool is a versatile platform that helps almost all industries streamline their IT operation, including IT, HR, Facilities, Legal, Finance, Marketing, Travel, and Security Industries. Here are the few use cases of industries we help our customers to smoothen their business functions.


IT Operations
  • Managing ticket routing based on technician workload.
  • Handling SLA and OLA with auto-escalation based on predefined rules.
  • Making a virtual agent responds to known issues.


HR Operations
  • Collaboration across departments for easy onboarding.
  • Create FAQs for common queries and publish them on the requester portal.
  • Automate repetitive tasks like approval and request routing.


Finance Section
  • Organizing and streamlining multiple service requests.
  • Developing detailed audit trails of requests and their approvals.
  • Hosting and controlling relevant documents in the knowledge base.


  • Allow employees working from home to access the facilities team.
  • It enables the combination of people, processes, and technology in place.
  • IT services evaluate requirements for a business and IT executives.

Benefits of ITSM

The upside of implementing ITSM to lead your business operations is that you’ll be in the recognizable area. Motadata IT Service Management is a dependable strategy for overseeing and conveying IT benefits that keep organizations running effectively.

IT specific ITSM benefits

  • Increase Self-Service Productivity
  • Better Service and Customer Experience
  • Modularize Processes
  • Simplifying Multiple Tasks
  • Reduce Unnecessary Workload

Also Read: ITSM Platform to Accelerate Digital Transformation

Business Level ITSM Benefits

  • Reduce Operational Costs
  • Improve Accountability through Standardization
  • Assembling data for Future-driven Decisions
  • Improve Visibility in Operations
  • Transparency in IT Processes and Services

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What Our Customers Are Saying!

ITSM is important for a variety of reasons. Implementing ITSM can help regularize processes through structured delivery and documentation. ITSM implementation also helps in saving costs by building a predictable IT organisation.

Leading BFSI Increased
2X Operational

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Next Story: 30% Increase in Efficiency
Mr. Alex Mijares

IT Officer - ICICI Finance Ltd ( BFSI )

Motadata Network Monitoring Product Suite. Comprehensive Reporting, Customization flexibility and User-friendly GUI are few of the features which are Alex’s personal favorite.

Leading BFSI Increased
2X Operational

Watch Video
Next Story: 30% Increase in Efficiency
Mr. Alexa Mijares

IT Officer - ICICI Finance Ltd ( BFSI )

Motadata Network Monitoring Product Suite. Comprehensive Reporting, Customization flexibility and User-friendly GUI are few of the features which are Alex’s personal favorite.

Leading BFSI Increased
2X Operational

Watch Video
Next Story: 30% Increase in Efficiency
Mr. Alex Mijares

IT Officer - ICICI Finance Ltd ( BFSI )

Motadata Network Monitoring Product Suite. Comprehensive Reporting, Customization flexibility and User-friendly GUI are few of the features which are Alex’s personal favorite.

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What is the Future of ITSM?

ITSM is to organize, manage, and deliver internal business operations and customer services. Therefore, the future success of organizations will be directly related to the ITSM as it provides the satisfaction of their customers and how satisfied they are with the services they provide.

Service management in IT has become an essential part of any business as it entirely manages IT services and simplifies operations in a basic and direct way. Modern business highly depends on technology and IT service management to provide the best possible services to their end users. Employees can’t work without them, and tasks will likewise end in the event of any break in the usage of IT services.

To get the solution for modern businesses, the ITSM application uses AI and a described way to deal with guarantee IT support management and services stay effective and functional.

The future of ITSM solution is the development of processes and the management of organizations’ services. With the Cloud, the Internet of Things (IoT), AI, mobility, and big data, digital businesses have become Service Oriented.

Future of ITSM Facilitates:

  • Enhanced IT Support and ITSM Automation.
  • Added IT Chatbot Support.
  • Increased use of Knowledge Management.
  • Improved Customer Service with Quality, Speed, and Efficiency.
  • Enhanced AI Adoption for future-driven business.
  • Greater Focus on HR Support with Enterprise Service Management.

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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, ensuring that the business teams have access to the services required to perform their daily activities successfully.

An ITSM framework is an official structure, process, and practice that provides a realistic direction to service management, enabling the continual development of provided services. In addition, the ITSM framework directs the collaborative processes and practices required to maintain and support Information Technology services.

Some of the most popular ITSM frameworks are ITIL, COBIT, ISO/IEC 20000, MOF, USMBOK, Six Sigma, TOGAF, etc.

IT service management will help you formalize business processes with the help of a more structured system.

Businesses can reduce IT costs by creating predictable IT operations and mitigating risks, such as financial cost control and enhancing business processes, policies, and procedures.

Here are the Top ITSM features you can look for:

  • Asset management.
  • Know your IT hardware and software assets.
  • Incident and problem management.
  • Self-service provisioning and support desk.
  • Configuration management.
  • Knowledge management.
  • Metrics, analytics, and reporting.
  • Multi-cloud support.
  • Automated workflows and DevOps integration.