F12’s IT service management (ITSM) transforms IT from reactive to proactive — equipping your IT team to deliver outstanding customer service anywhere, anytime.
What is IT service management?
IT service management (ITSM) refers to the entirety of activities directed by policies, organized and structured in processes and supporting procedures, which are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers. It ensures that the right people, processes, and technology are in place so that the organization can meet its business goals.
How ITSM works?
ITSM works by adopting a process approach to IT management, focusing on customer needs and IT services for customer satisfaction rather than IT systems. It involves teams working together using a defined set of processes across the IT lifecycle, which helps businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale, and change.
What is ITIL?
ITIL stands for Information Technology Infrastructure Library, which is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business. ITIL is designed to regulate the planning, delivery, and maintenance of IT services within a business. The goal is to improve efficiency and achieve predictable service delivery.
What is the difference between ITIL and ITSM?
ITSM is a broad field that encompasses many aspects of IT service delivery. ITIL, on the other hand, is a specific set of guidelines that describe best practices and detailed processes for the management and delivery of IT services. ITSM is the practice of managing IT operations as a service, while ITIL is one of many frameworks that guide ITSM.
What is a service level agreement (SLA)?
A service level agreement (SLA) is a contract between a service provider and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. They detail the metrics by which services are measured, as well as remedies or penalties should agreed-on service levels not be achieved.
What processes are included in ITSM?
Processes included in ITSM typically cover various aspects of the IT service lifecycle including service request management, incident and problem management, change management, release and deployment management, service level management, service portfolio management, service asset and configuration management, IT service continuity management, information security management, and supplier management.
What is a typical cost for ITSM?
The cost of ITSM can vary widely depending on the size of the organization, the complexity of its IT infrastructure, the scope of services, and the specific ITSM solution implemented. Costs can range from thousands to hundreds of thousands of dollars annually. They may include software licensing fees, implementation costs, training, ongoing support, and maintenance expenses. It’s essential to conduct a cost-benefit analysis to understand the investment’s value relative to the efficiency and productivity gains.