IT Service Management

Information Technology Service Management, or ITSM, is simply how a company manages and delivers end-to-end IT services to customers. ITSM is the broadest aspect of service management and the way a company delivers a service to its customers.

Contrary to what many believe, a customer does not have to be external to an organization. If you are in the Finance or Marketing departments in your organization and you need help with an IT-related issue, then you are a customer to the IT department. Customers can be internal and external to a company as they are on the receiving end of a product/ service solution.

ITSM helps govern the processes for an IT department to help both internal and external customers in the most efficient and effective way possible.

Delve Into ITSM
Delve Into ITSM

Have you ever had to email a ticket to your IT department before they tend to your needs? That is ITSM.

Have you ever had to fill out a customer service survey after receiving a product or service? That is ITSM.

Have you ever had to manage change in your organisation, look at the best way to effectively implement disaster recovery, or maybe look at how to improve your organisation’s performance management?

That is all ITSM, I think you get the picture…

The Importance Of ITSM

In today’s customer-centric world, the needs of the customer are paramount to the success or failure of a product or service. When ITSM is managed and governed correctly, a company can deliver any one of its products or services from start to finish to an internal or external customer without a single hiccup.

With effective ITSM, a company will be more agile in its ways, the quality of its services will be drastically improved, and the risk of mistakes will be reduced.

Benefits Of ITSM

If your company has more than just a handful of employees and you have a dedicated ‘IT Guy’, well then, you’re already using ITSM to a degree. The larger the organization, the larger the impact of having a fool-proof service management process will become.  

  • Reduce IT costs
  • Improve the quality of service
  • Improve customer satisfaction
  • Improve governance and reduce risk
  • Increase competitive advantage
  • Improve flexibility
  • Increase agility for new IT services

ITSM Framework Examples

A Forbes Insight survey found the following frameworks are most popular:

ITIL – 47 percent of surveyed organizations use at least some form of ITIL

COBIT – 36 percent are using COBIT, which focuses on governance and connecting business goals to IT. Explore the differences between COBIT and ITIL.

eTOM – 36 percent are using Business Process Framework (eTom), which is most often used by telecom service providers

MOF – 34 percent use Microsoft Operations Framework (MOF), which provides another framework for managing the IT lifecycle

While frameworks and processes such as DevOps and Lean often get more hype, these were the primary four frameworks identified by the survey respondents. These frameworks and processes are not mutually exclusive – most organizations utilize multiple frameworks, as each serves a different function.

Why ITIL Is The Market Leading ITSM Framework

The ITIL (Information Technology Infrastructure Library) is an ITSM framework designed to standardise the selection, planning, delivery, maintenance, and overall lifecycle of IT (information technology) services within a business. The goal is to improve efficiency and achieve predictable service delivery. The ITIL framework enables IT administrators to be business service partners, rather than just back-end support. ITIL guidelines and best practices align IT department actions and expenses to business needs and change them as the business grows or shifts direction.

ITIL and any other ITSM framework have the intention to create an ‘organisational language’ that every single per within a company can understand.

According to Axelos, ITIL “provides the guidance organisations need to address new service management challenges and utilize the potential of modern technology”.

The five top reasons why ITIL has gained popularity among the likes of professionals and organisations are:

  • Job Opportunities
  • Organisation Benefit
  • Global Acceptance
  • Enhanced Skills
  • Career Growth

For more information about how you can learn ITIL and other ITSM frameworks, or if you’d like to upskill your workforce on these frameworks, please contact or have a look at our Axelos page on our website here.

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