Without an automated way to monitor IT services throughout their lifecycle, IT would be consigned to endless trawling through logs and jumping from system to system. Troubleshooting, latency and manual drudgery would become a way of life.

IT service management enables IT to confidently manage workflows, deliver smoother service, respond to incidents rapidly and stay on top of changes being introduced into the IT infrastructure. This, in turn, raises customer satisfaction, enhances overall visibility, reduces costs and helps to establish a platform for continual improvement.

In this TechRepublic article, written by Drew Robb, learn the basics of ITSM, how it works, and its features, benefits and drawbacks.

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HOW DOES ITSM WORK?

ITSM is delivered in several ways. Some systems are cloud-based and others are on-premises. There are a great many SaaS providers, too, offering ITSM.

Many ITSM tools rely on what is known as the IT Infrastructure Library, which is a framework based on best practices, guidelines and aligned processes that help organizations manage IT services in keeping with their goals and requirements. ITSM tools typically refer to the ITIL (or a similar) framework in their day-to-day actions. Whereas ITIL is a general framework for what you should do and how things are supposed to work, ITSM is the actual practice of managing IT services and operations.

Enhance your ITSM knowledge with our in-depth nine-page PDF. This is available for download at just $9. Alternatively, enjoy complimentary access with a Premium annual subscription. Click here to find out more.

TIME SAVED: Crafting this content required 18 hours of dedicated writing, editing and research.