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IT Service Management

IT Service Management (ITSM) is the approach to managing IT infrastructure, systems and people as a portfolio of services provided to customers for business value.

ITSM is vital in any organisation where there is an IT provider-user relationship, whether in-house or outsourced. In fact, most of the disciplines within ITSM must be carried out by default, but the natural way to run IT is not necessarily the most internally efficient or the most effective in business results for the client. Taking a service approach places the customer's needs and the ultimate business value above the technology and budget considerations that occupy so much of an IT provider's attention day-to-day.

The itSMF offers the following broadly equivalent definition for ITSM: the principles and practices of designing, delivering and maintaining IT services, to an agreed level of quality, in support of a Customer activity (source: "A Dictionary of IT Service Management Terms, Abbreviations and Acronyms").

The scope of ITSM

The service approach to managing IT can influence every part of an IT provider organisation, but ITSM primarily refers to the processes or disciplines such as the ten core disciplines of ITIL, which are technology-neutral:

and Operations Management disciplines, which are more specific to the technology and services in place, such as Server Management, User Administration, Backup Management, etc.

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