What is IT Service Management?

If you are wondering what IT Service Management is and how it affects your organisation the following two articles will help understand the importance of Service Management. IT is an integral part of any organisation and there is a heavy reliance on IT systems for day to day business transactions. Any improvements in the reliability of systems can aid productivity and in some cases give you a competitive edge.

“Service Management is a methodology that helps the IT department efficiently manage its people, processes and technology; enabling it to deliver a cost-effective, quality service that is aligned to the business processes and strategy.

The aim is to steer the IT department away from being a reactive, technology-provider and to align it with its organisation's wider business objectives. In doing so, IT becomes an integral part of the organisation, rather than operating in isolation; ensuring that IT decisions are more strategic and serves the business as a whole” http://www.espritsm.com/service-management.htm “

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Service management is what enables a service provider to understand the services they are providing, to ensure that the services really do facilitate the outcomes their customers want to achieve, to understand the value of the services to their customers, and to understand and manage all of the costs and risks associated with those services.

Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement.

The inputs to service management are the resources and capabilities that represent the assets of the service provider. The outputs are the services that provide value to the customers.

Effective service management is itself a strategic asset of the service provider, providing them with the ability to carry out their core business of providing services that deliver value to customers by facilitating the outcomes customers want to achieve.” http://www.itilfoundations.com/about-itil/what-is-it-service-management/

If you are still unsure how Service Management will benefit your organisation. please feel free to drop us an email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or come along to one our local branch events and find out more about who we are and what we offer.