ITSM (IT Service Management) – a comprehensive approach to managing information technology, focused on providing services and creating value for business. ITSM views IT not just as technical support, but as a provider of strategic services aligned with the organization’s business goals.
ITSM is based on several key principles:
- Service orientation – the IT department acts as a service provider for other specialists;
- Business value – all IT processes are linked to considerations of their contribution to business results;
- Continuous improvement – constant enhancement of service quality and process efficiency;
- Lifecycle management – control of all stages of IT service maintenance from planning to operational results;
- Process standardization – use of proven practices to improve efficiency and consistency.
There are several popular ITSM frameworks and standards in the market:
- ITIL (IT Infrastructure Library) – the most widespread set of practices describing IT service management processes;
- ISO/IEC 20000 – an international standard for IT service management systems;
- COBIT (Control Objectives for Information and Associated Technologies) – a framework for IT management and audit;
- FitSM – a lightweight standard for IT service management;
- MOF (Microsoft Operations Framework) – Microsoft’s recommendations for IT service management;
- VeriSM – a modern approach to service management in the digital era.
Implementing ITSM is essential for organizations seeking to maximize the value of IT for business and ensure high quality of digital services.