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Complete IT Service Management

F12’s IT service management (ITSM) transforms IT from reactive to proactive — equipping your IT team to deliver outstanding customer service anywhere, anytime.

F12 robot representing IT service management.

See Further, Do More, and Smile Often

IT departments often feel as if they’re struggling in the dark. Their workloads are invisible, their processes are manual, and their metrics murky at the best of times. As a result, they react to the loudest ad-hoc request with little time for strategic priorities — resulting in the overall internal customer experience being poorly measured and never celebrated. F12’s mature, fully-integrated IT Service Management (ITSM) platform brings order to the chaos. It shines a much-needed welcome light on IT operations everywhere.

Benefits of IT Service Management (ITSM)

Why Adopt F12's IT Service Management Platform?

F12’s ITSM grants your team access to the same turnkey platform/processes our in-house IT experts use to provide award-winning IT management. These platforms/processes enable F12 to support hundreds of businesses and thousands of users.

  • Move IT From Reactive to Proactive
  • Elevate Internal Customer Experience
  • Track and Manage SLAs
  • Improve IT Productivity
  • Remotely Manage and Control Assets
  • Drive Accountability
  • Measure Results and Satisfaction
  • Justify IT Changes and Investments
  • Identify and Reward Excellence
  • Secure IT Documentation

What's Included in F12’s IT Service Management?

ITSM is more than an integrated set of tools. It’s a finely honed set of processes, KPIs, and management discipline designed to elevate IT operations.

Incident Management Platform

Automated request responses, workflows, closed-loop communication, service boards, and process training.

Remote Monitoring & Management

Software and asset discovery, reporting, remote management, patching, and alerting.

Service Analytics & Dashboarding

Service performance dashboarding, KPI trending, executive reporting, and asset metrics.

Secure Documentation

Structured IT documentation that’s protected in a privately hosted, access-controlled, SOC 2-compliant data centre.

Download the Brochure:

IT Service Management

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The Challenge Facing IT Leaders

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Frequently Asked Questions

  • What is IT service management?
  • How ITSM works?
  • What is ITIL?
  • What is the difference between ITIL and ITSM?
  • What is a service level agreement (SLA)?
  • What processes are included in ITSM?
  • What is a typical cost for ITSM?

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.

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What our client says about our services.

Children's Charity
Excellent service, wonderful staff who are always helpful, polite and knowledgeable.
Dr. Jones
F12 is innovative and most importantly supportive and dependable when it comes to entrusting them with all of our computer and network needs.
I share my secret to IT success with colleagues at every opportunity: F12, my managed service provider.