ITSM, or IT service management, looks at the way in which technology is used and deployed to ensure that it is cost-effective,
efficient and in line with overall business objectives. With today’s businesses relying so heavily on technology to reach, serve and
support customers, it has become critical to view IT as a service that can be managed and optimized so that the impact of all
technology aspects can be maximized.
ITSM relies heavily on defined processes, such as those found in the ITIL framework. These processes add structure to the IT team’s
ability to design, operate and improve upon the IT environment. As such, the team is able to shift more seamlessly between help desk
efforts and strategic thinking while at the same time positively impact the company’s bottom line. From reviewing legacy systems to see
if they still fit today’s needs, to answering basic help desk queries, today’s IT teams are continuously looking at assets to see if they
fit the environment and/or can be improved.
In this section, we’ll discuss popular frameworks, such as ITIL, and their impact on ITSM. We’ll consider various tools and processes
that support ITSM improvements. And, we’ll talk with leaders – both internally and externally – about their ITSM experiences.