ITSM stands for Information Technology Service Management. It refers to all managerial aspects of IT businesses, including models for IT planning, support, delivery, security, and infrastructure. All aspects of ITSM are process-based. It is also referred to sometimes as operations architecture, as it is a “back office” managerial activity. But, beyond a technical definition, what can ITSM do to help your company? We've done some research and found these helpful uses of ITSM:
What Exactly is ITSM?
BMC.com defines ITSM as how an IT department manages information systems. If you’re running IT systems, you’re running ITSM. Most people consider IT as a means of delivering services to clients. These services, however, need to be managed. That’s where ITSM comes in.
ITSM vs. ITIL
If IT Service Management is a means of delivering a service to customers, then ITIL is the framework for that means. ITIL is one of the most-used frameworks for ITSM and has been adopted by many certified practitioners, such as ServiceNow. ITIL and ITSM work together to fit the needs of businesses. An IT organization making use of ITIL will decide which aspects of it to adopt. Some organizations will only adopt operational processes — such as incident management — and others will cover their entire IT strategy through ITIL.
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How ITSM and ITIL Can Help Your Business
ITSM enables your organization to “modernize service delivery on a robust enterprise cloud,” according to the ServiceNow. ServiceNow ITSM improves business service delivery efficiency at optimized costs. To do so, ServiceNow ITSM provides a powerful platform for ITIL processes. This can reduce costs, improve your business’s agility, lower risks, and boost IT innovation.
Here are a few benefits of ServiceNow’s ITSM:
- Enterprise-grade cloud and security
- Codeless configuration
- Single system of record
- Inherently mobile apps
- Guided setup
- Real-time dashboards and benchmarks
To learn more about the best practices and uses for ITSM, check out ServiceNow’s guide process guide.
ServiceNow ITSM/ITIL Products
ServiceNow offers a variety of ITSM products that can improve business function. Some of the products offered include:
Incident Management
ServiceNow Incident Management streamlines the process of restoring service following any unplanned outage or disruption. This allows IT to capture an incident through self-service portal and prioritize chat, email, phone and incoming events based on agreed service level targets. Incidents can be automatically routed to the appropriate resolution group.
Change and Release Management
Change and Release management can reduce the costs and risks of ongoing changes with capabilities (for example, an intuitive change calendar, dynamic risk and impact calculation and change collision detection.) With the ServiceNow Change Advisory (CAB) Board, CAB meetings are simplified and able to change managers easily.
Knowledge Management
Finding information is often a help desk issue for businesses. However, with ServiceNow’s Knowledge management, that can change. Knowledge Management can help IT personnel leverage knowledge articles to resolve user’s issues faster and allow employees to look up information on topics themselves.
Learn More About ServiceNow and ITSM
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