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Share the Wealth: What is ITSM?

Updated: Feb 1, 2021

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

Incident 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

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

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

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

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.


Interested in working with experts like John? Reach out to our team. We would love to learn more about your ServiceNow challenges and how we can help your organization build better solutions.

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