IT Service Management and ITIL
IT service management;
is a common approach to creating, supporting, and managing IT services. The core concept of ITSM is the belief that IT should be delivered as a service.
So ITSM is a provision of services to its customers regarding the services managed by IT teams. Generating services, designing, delivering, and supporting terms are also included.
It is the management of the processes by which the IT teams will deliver the IT services to the customer.
ITIL is well accepted as the closest approach to the ITSM. ITIL is focusing on IT services for working compatibly with“Business Value”. Besides, it helps to comply with organizations’ transformation and scaling.
ITIL’s most important terms are collaboration, simplicity, and feedback.
ITSM ensures to gain productivity and efficiency. It provides to decrease the cost and risks.
- It allows us to reach results faster for future demands and major incidents. So it makes the actions to be taken against the situation more conscious.
- It keeps the customers in focus.
- Motivates knowledge sharing and continuous improvement.
- Via project management, it gathers development and IT teams on the same thought.
- Departments work together more than usual.
- Business priorities and key performance indicators getting closer.
The thing that separates ITSM from IT is an understanding of improving practices or processes by strengthening them.
Service Request Management
ITIL defines a service request as a “formal request from a user for something to be provided — for example, a request for information or advice; to reset a password, or to install a workstation for a new user.”
Problem Management
Problem management is the process of identifying and managing the causes of incidents in an IT service. It is a core component of ITSM frameworks.
Change Management
Change Management seeks to minimize the risk associated with Changes, where ITIL defines a Change as “the addition, modification of removal of anything that could have an effect on IT services”. This includes changes to the IT infrastructure and processes.
Incident Management
ITIL incident management (IM) is the practice of restoring services as quickly as possible after an incident. And it’s the main component of ITIL service support. ITIL incident management is a reactive process. You can use IM to diagnose and escalate procedures to restore service. So, it’s not a proactive measure.
IT Asset Management
IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.
Event Management
Event Management, as defined by ITIL, is the process that monitors all events that occur through the IT infrastructure. It allows for normal operation and also detects and escalates exception conditions.
ITSM tools need to have
-Easy to use and setup
-Enables collaboration
-Adapts to your needs
If we want to give an example, Atlassian remedy is one of the best tool for ITSM.
