IT SERVICE MANAGEMENT
11th April, 2022 By EMMANUEL OLAOSEBIKAN
Table of Content
• Introduction
• What is IT service management?
• What is ITSM vs. ITIL vs. DevOps?
• Why is ITSM important?
• What are the benefits of ITSM?
• What are ITSM processes?
• Top Best ITSM tools?
• Conclusion
• References
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INTRODUCTION
Since the mid-20th century, IT services have been a
fundamental aspect of business operations. Today,
IT is more essential than ever and more complex.
The integration of additional technologies, the
need for secure remote work solutions, the
requirement for uninterrupted service, and the
rapid evolution in IT power and capabilities all
present unprecedented challenges.
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What is IT Service Management?
IT service management (ITSM) is a general
term that describes a strategic approach to
design, deliver, manage and improve the
way businesses use IT. ITSM includes all the
discrete activities and processes that
support a service throughout its lifecycle,
from service and change management, to
problem, incident, asset and knowledge
management.
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What is ITSM vs. ITIL vs. DevOps?
• It ensures that IT services are aligned with
ITSM business needs, incorporating various
practices and processes for end-to-end
service delivery.
• Generally considered a subset of ITSM, the ITIL
framework is a set of best practices guidelines for
ITIL managing IT services. ITIL provides necessary
tools and techniques for aligning IT services with
the needs of the business.
• DevOps is a practice that bridges development
DevOps
and operations in an organization. DevOps is
dedicated to open communication,
collaboration, and sharing goals across multiple
teams
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Why is ITSM important?
Bringing IT teams and
Aligning IT teams with development teams
Enabling cross-team
business priorities tracked together through
collaboration
through success metrics streamlined project
management approaches
Improving request Responding more quickly
coordination for more to major incidents, and
efficient service preventing future ones
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What are the benefits of ITSM?
ITSM serves as a vital bridge connecting IT
professionals within an organization to the
end-users (internal and external) who require
IT services. The well-structured approach that
ITSM provides translates into a range of
benefits for various stakeholders, including
businesses, IT departments, and individual
users
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Benefits for business
Fewer IT problems and
Increased agility Reduced costs Easy compliance Better service
improved response
Benefits for the IT department Faster incident detection and
Increased user or employee
Improved productivity Better process scaling
satisfaction response
Benefits for users or employees
Clearer roles and
Improved IT support Omni-channel experience Improved business alignment
responsibilities
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What are ITSM processes?
Change Knowledge Request
management management management
Workflow and
Release Incident
talent
management management
management
Continuous
Configuration
improvement
management
management
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Top Best ITSM tools?
1. Atomicwork
2. BMC Helix ITSM
3. CA Service Desk Manager
4. Easyvista Service Manager
5. Freshservice
6. Invgate Service Desk
7. Jira Service Management by Atlassian
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CONCLUSION
IT service management solution that is built with AI from the ground
up which offers advanced features for incident management,
problem resolution, and service optimization. Adopting an ITSM
framework and ITSM AI based software to support it can ensure that
IT teams have a unified strategy for managing all our deployed
technology and related processes across IBEDC franchise.
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REFERENCES
• https://play.goconsensus.com/1a4c84c7?autoplay
• https://
www.redhat.com/en/topics/automation/what-is-it-service-manag
ement-itsm#itsm-itil-and-devops
• https://www.atlassian.com/itsm#:~:text=IT%20service%20manag
ement%E2%80%94often%20referred,deliver%2C%20and%20sup
port%20IT%20services
.
• https://www.atomicwork.com/itsm/best-itsm-tools
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