What is ITSM? (Benefits, tools + best practices)

ITSM (Information Technology Service Management) refers to the management of IT services and their end-to-end delivery to customers. It takes into account the entire process, including design, creation, delivery, and support. Discover the advantages of ITSM, tools and best practices.

Better understand ITSM

ITSM refers to how an organization manages its people, processes, and technology in order to deliver IT services. It includes their entire life cycle, integrating several tasks at different levels, for example:

• planning and managing IT systems
• resolving or preventing problems
• managing the budget

Therefore, it becomes clear that the value of ITSM in managing such businesses extends far beyond mere IT support. By integrating into the entire process and management framework, its adoption offers significant advantages and serves as a driver for generating commercial value.

What are the advantages of ITSM?

Managing IT systems is essential. The main benefits of ITSM relate to improving the quality and efficiency of IT services. It also allows for cost reduction and resource optimization.

Companies standardize their IT processes with the uniformity of ITSM infrastructure. This allows them to be more efficient in their IT operations. Automation eliminates repetitive or manual tasks and simplifies actions such as incident and ticket management. The IT team can then focus on higher value tasks.

By reducing manual workload, recruitment requirements are limited and operating costs are lowered. ITSM also makes it possible to anticipate and prevent problems that could involve an interruption of activity or service. The company also has the means to recover quicker after an incident.

An ITSM system, grounded in ITIL (Information Technology Infrastructure Library) principles, facilitates technical management within an organization. It enables employees to work efficiently with IT services tailored to their specific needs. Additionally, ITSM may incorporate the DevOps framework, focusing on continuous development, integration, and automated deployment, enhancing operational efficiency and agility.

What are some popular ITSM tools?

An ITSM tool is software designed to deliver IT services, broadly categorized into three main types:

• support centers that facilitate contact with customers
• technical support, allowing customers to find solutions to their problems
• tools that monitor servers and applications

Service Desk is an example of ITSM software. Offered by SolarWinds, the tool helps users manage IT environments where employees work remotely and where equipment is numerous.

You also have the Octopus-ITSM software, which complies with the ITIL standard. Its installation makes it possible to organize work in a company based on automatic processes. It is a tool that monitors incidents and reduces the number of requests to the IT department.

Adopted by several companies, Zendesk ensures exchanges with customers through online chat, by email or on social networks. All messages are centralized to prevent certain tickets from being missed by agents.

You will therefore choose your tools among the solutions available on the market according to the functionalities and performances sought.

Best practices in ITSM

For an effective implementation of ITSM, certain principles are essential. Best practices include:

• alignment with business objectives
• investing in good tools
• the use of a frame
• communication within the company
• the formation continues
• starting with easy-to-achieve goals

ITSM can be a real strategic lever when business objectives are included from the start. It is an approach that allows the organization to optimize its IT services, but also its commercial approaches.

The right tools make it easy to empower workflows. This results in more efficient and faster service delivery. You have measurable data in terms of processes and results for continuous improvement of your company’s activities.

Preferred frameworks such as ITIL, COBIT, or ISO are references that you can adapt to your organization. You will have an interesting base, instead of starting from scratch to find the appropriate strategy.

The application of ITSM can sometimes be complex. Communication in simple terms promotes information sharing and improves employee engagement.

Ongoing employee training may also be necessary to facilitate the implementation process. It is also recommended to start with goals that are easy to achieve, as the first achievements can strengthen the motivation and confidence of those involved.

IT Service Management (ITSM) offers businesses a strategic approach that ensures their processes and technologies meet their objectives. Utilizing various tools, ITSM enhances efficiency and reduces costs. Adopting best practices for its successful implementation makes it a valuable asset for development.