Updated: Apr 22
Speaker: John Helebrant
In this week’s Share the Wealth video, John Helebrant of GlideFast Consulting explains ITSM in relation to ServiceNow.
What is ITSM?
Information Technology Service Management (ITSM) refers to all activities a company does to design, plan, deliver, operate, and control information technology (IT) services offered to customers. These activities are generally directed by the customers’ policies and structures in processes and supporting procedures.
Common Benefits of ITSM
Common benefits of ITSM include:
Enable collaboration across various teams and departments
Establish well-defined IT processes that are repeatable and manageable
Empower teams to share knowledge and continuously improve
Improve efficiency of IT help desk teams
Enable customer-centricity with self-service functionality
Respond more quickly to major incidents and prevent them from reoccurring
Decrease overall costs for IT operations
Well-defined roles and responsibilities
Clear expectations of service levels and availability via Service Level Management
The goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Normal service operation is defined here as service operation within a Service Level Agreement (SLA).
Problem management is the process responsible for managing the lifecycle of all problems that happen or could happen in an IT service. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
Change management is the process that ensures standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incident upon service. This could include the addition of new hardware or software, code updates, and patches.
Asset management is the process of deploying, operating, maintaining, upgrading, and disposing of assets cost-effectively. In a nutshell, asset management ensures that all assets, tangible and intangible, are tracked and being used in an organization.
Service Request Management
Service request management is the process of handling customer service requests to include applications, hardware updates, software enhancements, password resets, etc. It includes any variety of requests that can be repeatable and possibly automated. This allows customers to make service requests via a front-end or other similar mechanism without involving the service desk.
Knowledge management is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by using the best use of knowledge.
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