IT Service Management (ITSM) is a strategic approach to designing, delivering, managing and improving the way information technology (IT) is used within an organization. The goal of ITSM is to ensure that the processes, people and technology are in place so that the organization can meet its business goals. The term IT Service Management is often associated with ITIL (Information Technology Infrastructure Library), a framework that provides best practices for aligning IT with business needs.

ITSM is characterized by:

  • Adopting processes to meet the business needs.
  • Focusing on customer needs and IT services.
  • Applying continual services improvement.

Few years back, IT organizations were often inefficient and many of them had poor understanding of what their customers really needed. Now, many IT organizations finally started to focus on providing services, rather than managing technology. At first, ITIL had a very strong focus on processes and this helped IT departments do two things:

  • Improved quality of the services they delivered.
  • Less costs of delivering those services.

These are very powerful combination to become more efficient and more effective.

ITIL advice is that you go back to basics. Make sure you understand the advice in ITIL and then use it to help you:

  • Improve the quality of the services you deliver
  • Reduce the costs of delivering those services
  • Ensure you create the value that your customers expect
  • Continually review and improve everything you do

If you approach ITIL with this mind-set, then it can make an enormous contribution to your IT organization.

Ahmad Abushammala
Infrastructure Ambulance Engineer