ITSM (definition)

ITSM (IT Service Management) is an approach to managing and organizing IT services aimed at meeting business needs. IT service management is implemented by IT service providers by using the optimal combination of people, processes and. A information technology series of documents is used to help implement the IT service management approach. ITIL

Unlike the more traditional technology approach, ITSM recommends focusing on the client and its needs, on the services provided to the user by information technology, and not on the technologies themselves. At the same time, the process organization of service provision and the availability of performance parameters (KPIs) specified in the service level agreements allow IT departments to provide high-quality services, measure and improve their quality.

An important point in setting out the principles of ITSM is consistency. When describing each ITSM component element (incident management, configuration management, security management, etc.), its relationship and coordination with other elements (services, processes) are necessarily traced and the necessary practical recommendations are given.

ITIL is not a specific algorithm or guide to action, but it describes good practices and offers recommendations for organizing a process approach and managing the quality of service delivery. This allows you to break away from the peculiarities of this particular enterprise in this particular industry. At the same time, despite a certain abstractness, ITIL is in every possible way aimed at practical use. Each section of the library contains key factors for the success of the implementation of a particular process, while practical recommendations prevail over purely theoretical reasoning.

Определение ITSM из книги ITIL Service Strategy 2011: ITSM - management of the service assets (resources and capabilities) used to deliver services that support the achievement of the customer’s (internal or external) business outcomes.

From ITIL Glossary 2011ItSMF Russia: Implementation and management of quality IT services that meet business needs. IT service management is implemented by IT service providers using the most optimal combination of people, processes and information technologies. IT Service Management - the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

Classification Clarification:
Implementing ServiceDesk systems is a job that requires knowledge of ITSM (ITIL) methodologies, as opposed to implementing IT infrastructure and asset management systems. When implementing ServiceDesk systems, process documentation is necessarily developed, as a rule, in accordance with ITIL, when implementing class 2 systems, this does not happen. In practice, often the introduction of class 2 systems occurs without taking into account ITSM methodologies and is more technical in nature or may go as an additional project to the ITSM project. The introduction of 3rd class systems in Russia is not a lot and is associated with the desire to take into account IT assets, and not "configuration units" (there is CMDB for this). These systems "track" the full life cycle, from the order to the write-off, they are often integrated with accounting systems and the Service Desk.

The structure of the traditional IT Service Desk involves receiving calls and solving IT incidents through the main communication channels: phone, mail, self-service portal. As a rule, this is reactive support. Source ICL Services