What is IT Service Management and Delivery?

Are you involved in reducing downtimes for software and applications within your organisation? Does your role include proactive innovation for managing corporate networks? We offer a guide on IT Service Management (ITSM).

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Information Technology (IT) is crucial in service management across various industries. We explore this, ITSM frameworks, and ITSM certifications and designations.

Access the eBook to get answers to questions like:

  • What is ITSM?

  • What are ITSM frameworks?

  • What are the four perspectives or attributes of IT service management?

  • What factors and trends will impact ITSM beyond 2023?

  • What is a good career path in ITSM?

  • How do you find the right ITSM training providers?

  • What ITSM courses, certifications, and designations are available in New Zealand?

What is the role of IT within service management?

ITSM is about more than just applications. It looks at “services” (which includes applications) end-to-end, from proactive concepts (innovation) to the sustainable delivery of valuable services in the longer term.

Implementing all the policies, practices, procedures, and tools needed to meet these organisational demands is called IT Service Management (ITSM). While there are many formal definitions of ITSM, in its simplest form the term refers to managing the implementation, improvement, and support of IT services on behalf of a customer.

Service management refers to designing, delivering, managing, and improving how organisations provide services to customers. IT, in this context, is instrumental in supporting and enhancing service management in several ways:

  • Automation and Efficiency: IT systems and tools automate repetitive tasks, reducing manual effort and increasing efficiency. Automated workflows streamline service delivery, minimising errors and ensuring consistency.

  • Service Desk and Incident Management: IT is central to establishing and operating service desks, the primary point of contact for users seeking help or reporting incidents. Incident management systems help identify, prioritise, and resolve incidents promptly, minimising service disruptions.

  • IT Service Management (ITSM) Tools: ITSM tools provide a framework for structuring, planning, and controlling the delivery of IT services. These tools facilitate communication, collaboration, and documentation of service management processes.

  • Service Level Management: IT contributes to establishing and monitoring service level agreements (SLAs) to ensure that services meet agreed-upon standards and performance metrics.

  • Change Management: IT plays a critical role in change management by helping organisations plan, implement, and track changes to IT infrastructure and services to minimise disruptions and risks.

  • Asset and Configuration Management: IT tracks and manages IT assets and configurations to ensure the organisation understands its technology landscape.

  • Monitoring and Reporting: IT systems monitor the performance and availability of services, providing real-time insights and generating reports for analysis and improvement.

  • Security Management: IT is essential in implementing and maintaining security measures to protect IT services and sensitive data from unauthorised access and cyber threats.

  • Knowledge Management: IT contributes to knowledge management by maintaining a repository of information, known issues, and solutions to facilitate quicker problem resolution.

  • Continuous Improvement: Through data analysis and feedback mechanisms, IT helps identify areas for improvement in service delivery, ensuring a constant cycle of refinement and optimisation.

  • Integration of Technology Trends: IT professionals stay abreast of emerging technologies, incorporating innovations such as artificial intelligence, machine learning, and automation to enhance service management practices.

So, IT functions are an integral part of service management, providing the tools, systems, and expertise needed to ensure the effective and efficient delivery of services in alignment with organisational goals and customer expectations.

Access your guide to ITSM

Complete the form on this page to get insights on how you can define your role in ITSM and identify ITSM training and certifications to help you map out and grow your career.

This guide by Lumify Work (formerly Auldhouse and DDLS) includes ideas on IT service management tools and frameworks like ITIL and DevOps that you can leverage and how to add value to organisations through your work in ITSM.

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