What Is ITSM?

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When looking at the myriad of tech support options out there for your business, you may find yourself asking, what is ITSM? 

Information technology serves as the backbone of virtually every industry, and businesses rely on IT systems functioning efficiently. But those IT systems are getting more complex every year! This is where IT Service Management (ITSM) enters the picture as a vital component when ensuring the smooth operation of your IT services.


What Is IT Service Management?

IT Service Management, or ITSM, refers to the set of practices, policies, and processes designed to manage and deliver IT services efficiently. It’s more than an integrated set of tools: ITSM is a finely honed platform created to elevate your IT operations.

IT Service Management gives organizations a structured framework to match their IT services to their business goals—and deliver value to their customers. It’s the entire lifecycle of IT services, from design and development, all the way through operations and onwards to continuous improvement.

ITSM Features

Key features of IT Service Management include:

  • Incident management platform
  • Remote monitoring and management
  • Service analytics and dashboarding
  • Secure documentation
  • Continual service improvement

These features collectively ensure that IT services are delivered, and maintained and improved upon over time. And that translates into operational efficiency and growth for your business.

ITSM vs ITIL vs DevOps

ITSM, ITIL, and DevOps are all methodologies that aim to optimize IT service delivery—but they do so in different ways.


IT Service Management is a comprehensive approach to managing IT services, focusing on the entire service lifecycle. It is process-oriented and provides a structured framework for delivering and maintaining IT services.


ITIL (Information Technology Infrastructure Library) is a set of best practices and guidelines for IT service management. It is a subset of ITSM, focusing on specific workflows to improve service quality. ITIL can encompass:

  • Service strategy
  • Service design
  • Service transition
  • Service operation


DevOps, short for Development and Operations, is a technical movement that aims to improve collaboration between development and IT operations teams. Roles that have been traditionally siloed, development and operations are two teams that create their best work together. DevOps emphasizes automation, collaboration, and rapid delivery.

The Importance of ITSM

IT Service Management is a game-changer for organizations large and small. That’s because it ensures that a company’s IT services are aligned with their business goals and objectives.

To improve business outcomes, it’s crucial that your technology, its processes, and your staff are in sync. IT Service Management takes care of that for you: everyone on the same page, and everyone working towards the same goal.

F12’s turnkey IT Service Management platform transforms IT from reactive to proactive — equipping your IT team to deliver outstanding customer service anywhere, anytime.

What Are ITSM Processes?

IT Service Management processes are the foundation upon which the entire platform is built. The primary processes include:

  • Incident Management (registering, categorizing, and resolving issues)
  • Change Management (planning, approving, and documenting changes to the IT environment)
  • Problem Management (identifying the root causes of recurring incidents)
  • Service Request Management (handling service requests from users)
  • Service Level Management (defining, negotiating, and monitoring service level agreements (SLAs))
  • Release and Deployment Management (ensuring that new and updated services are deployed into the production environment without causing disruption)

What Are the Benefits of ITSM?

The advantages of partnering with an IT provider with an award-winning IT Service Management platform extends beyond your IT department. It has a positive impact on your entire organization, staff, and customers.

For Business

  • Enhanced Service Quality: Deliver services consistently and meet quality standards, improving overall service quality.
  • Improved Customer Satisfaction: This consistent service quality leads to higher customer satisfaction—because who doesn’t get a bit grumpy when their IT is acting up? Happy customers = improved customer retention and loyalty.
  • Efficient Operations: By standardizing processes and automating routine tasks, ITS< streamlines your business operations, thereby reducing costs and errors.
  • Better Risk Management: A focus on risk management helps your organization identify and address potential issues, like a security breach, before they disrupt operations.

For IT

  • Reduced Downtime: Incident and problem management processes help identify and resolve issues quickly—so if your system’s down, it won’t be for long.
  • Cost Savings: Through automation of routine tasks, generate significant savings within your IT budget.
  • Enhanced Communication: An IT Service Management platform promotes effective communication between IT teams and departments. It improves collaboration and encourages efficient problem solving.

Benefits for Employees

  • Faster Issue Resolution: Employees open a help ticket and experiences a quicker issue resolution—which leads to higher productivity thanks to reduced frustration.
  • User-Friendly: ITSM ensures that tech services are user-friendly and specifically designed to coordinate with your staff’s needs and expectations.
  • Self-Service Access: Self-service portals empower employees to resolve simple issues independently.

So, Is ITSM Right for My Business?

The business world is now driven by technology. Because of this, ITSM is no longer an option—it’s a necessity. It empowers organizations to deliver high-quality IT services that their employees rely on. Not only that, but ITSM reduces overall costs and improves customer satisfaction.

Implementing ITSM processes and embracing a mindset of continual improvement can enable your organization to stay competitive and agile in a constantly shifting digital landscape. As the bridge between technology and business, ITSM is the key to unlock the full potential of your IT services.

Have questions about ITSM? Get in touch with us to discuss ITSM and your business.

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