IT has become an indispensable aspect of modern-day business. After all, practically every service nowadays has some IT component. This is the main reason why IT Service Management (ITSM) has become a fundamental area for companies.
Defining what ITSM is can be a complicated task. We’re talking about something that is much more than a framework or a set of practices.
A definition for ITSM
IT Service Management is a set of policies, processes, and procedures aimed at managing the deployment, improvement, and support of IT services, with a focus on the customer.
Therefore, this management does not focus on hardware, network, or systems. In reality, ITSM seeks to improve IT customer service, aligning it with business objectives.
It may be tempting to think of ITSM as a framework. However, this management combines several such elements. Some famous examples of ITSM frameworks include Information Technology Infrastructure Library (ITIL), Microsoft Operations Framework (MOF), and Control Objectives for Information and Related Technologies (COBIT).
Each of them serves a typical ITSM need, regardless of the organizational level.
If a company adopts ITSM, it means that it considers IT as a service, with a focus on delivering value. This goes against the idea that IT is just a department responsible for managing technology.
Why do we need IT Service Management?
In the midst of so many technological advances, various types of services have emerged. At the same time, IT services have gained more and more space, since digital transformation has become inevitable.
In this sense, it is possible to say that IT Service Management responds to the need to control IT services and their costs.
As I said at the beginning of the text, practically any service nowadays has some IT component. In this case, it is possible to conclude that ITSM is crucial even for non-technology-focused services.
ITSM encompasses quality management, software engineering, change management, and information security management. In addition, it has ISO standards that standardize management. Examples of these standards include ISO 9000 and ISO/IEC 20000.
ITSM is a guide to help companies align IT goals with business goals, always with the customer in mind.
In other words, ITSM is a way to improve and perfect processes, services, products, and software. Therefore, companies need it so much!
The value of ITSM
IT Service Management allows for a provision system adapted to the company culture. Its value is shared with the people involved, customers, and top management.
People involved with ITSM know the level of flexibility and autonomy necessary to make decisions for the company.
Meanwhile, customers will be aware that they will receive something of value. In this case, the service will be good, as customers will have their needs met.
Finally, top management will be sure that it has an efficient management structure that reduces costs and increases customer satisfaction.
So, know that ITSM has a real impact on the company, and understanding how it works, and consequently applying it can make a difference!
Has your company adopted ITSM? Leave it in the comments!
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