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What is IT Service Management?


IT Service Management is a discipline that focuses on aligning the delivery of IT services with the needs of a business. It involves the design, implementation, and maintenance of systems, processes, and policies that enable an organisation to deliver high-quality IT services to its customers or end users. The goal of ITSM is to ensure that IT services are delivered efficiently, effectively, and reliably, in order to support the overall goals and objectives of the business. This can include everything from setting up and configuring IT infrastructure, to providing technical support to users, to managing the security and availability of IT systems.

What’s the relationship between ITSM and ITIL?

ITSM is a general term for delivering and managing IT services. ITIL (Information Technology Infrastructure Library) is a specific framework that provides a set of best practices for ITSM. ITIL was developed by the UK government in the 1980s and has since become a widely-adopted standard for IT service management. The current version of ITIL is ITIL4, launched in 2019.

Other methods and frameworks for ITSM

Although ITIL is by far the most well-known framework, there are other methods and frameworks for IT Service Management (ITSM) besides ITIL. Some of the most popular include:

  1. COBIT (Control Objectives for Information and Related Technology): A framework for IT governance and management, developed by ISACA (Information Systems Audit and Control Association).
  2. ISO 20000: An international standard for IT service management, developed by the International Organization for Standardization (ISO).
  3. DevOps: A software development and IT operations approach that emphasizes collaboration, automation, and continuous delivery.
  4. Six Sigma: A quality management approach that uses statistical methods to identify and eliminate defects in processes.
  5. Lean IT: An approach to ITSM based on the Lean principles of continuous improvement and waste reduction.
  6. USM: a universal methodical approach for service management. It provides a standardized management system for a service organization to manage its people, its processes, its technology, and its services, based on an explicit service management architecture.
  7. ISM: a standardized management method that optimally organizes your IT services and IT service management. It is a complete and at the same time compact set of processes, roles, procedures, tools and work instructions to design, deliver, manage and continuously improve all IT services.

These methods and frameworks provide different perspectives and approaches to ITSM, and can be used in combination with ITIL or other methods to achieve specific goals. Each method has its own strengths and weaknesses, and organizations should choose the method that best fits their needs, culture, and goals.

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