ITSM or Information Technology Service Management is a practice designed to align information technology systems with the convenience of the customers.

ITSM as a Paradigm Shift

ITSM involves a redefinition of the typical method of managing IT as separate components. It now focuses on the delivery of services using the process models. It is not concerned with how to use a certain product from a certain vendor or what the technical details of systems under management are. Instead, it focuses on providing a framework for structure-related activities and interactions between technical IT personnel, customers and users.

ITSM as a Discipline

ITSM is technically a discipline that focuses on the management of information technology services. Insofar as it allows IT service providers to focus on the relationship with their customers, it contrasts with technology-centered models of managing technology.

This type of service management is sometimes viewed as a key factor for enabling IT governance or information management. However, that is not the only function of ITSM. It is not just about IT operations and it does not even encompass all of IT practices.

ITSM encompasses the field of management information systems, while allowing for a practitioner’s point of view. This means it is more introspective than management information systems alone. It does not include project management or program management concerns.

ITSM Audits

These audits are based on the analysis of four different performance indicators. These indicators allow the users to deal with problems regarding the system and then rectify the problem by acting on it.

These performance indicators are:

  • the growth and value involving the tracking of revenue growth against utilization and further investment,
  • budget adherence involving optimization of the use of available funds, thereby avoiding unnecessary expenses,
  • risk impact that involves the identification and evaluation of consequences of actions taken and the risks involved, and
  • communication effectiveness involving customer feedback analysis and customer satisfaction level.

A good ITSM audit allows management personnel to determine the status of processes and the identification of potential problem areas. In effect, the workplace becomes more productive and more efficient in dealing with problems. The only drawback is that it takes a lot of experience, knowledge and skill to fully unlock the potential of Information Technology Service Management.