What Is IT Service Management?

IT Service Management (ITSM) is a structured way organizations plan, deliver, manage, and improve the IT services they provide. The goal is to make sure those services meet business needs while being reliable, efficient, and easy to support. ITSM helps teams put clear, consistent processes in place for handling things like service requests, technical issues, system changes, and more. Use this article to explore the benefits of ITSM, how it helps organizations run more smoothly, and what career opportunities are available in this growing field, including job outlook and salary information for computer and information systems managers.

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What is IT service management? 

IT service management, sometimes referred to as managed IT services, is all about how an organization designs, delivers, and manages its IT services to make sure they support business goals effectively. Instead of handling each IT task or issue on a case-by-case basis, ITSM puts a structured system in place that can be used repeatedly across a wide range of needs. These processes are typically clear, consistent, and easy to measure, whether they’re being used to respond to a quick support request at the service desk or to manage more complex systems like servers and infrastructure. The goal is to improve service quality, minimize potential issues that can cause service disruptions, and create a structured approach for team members to follow.

IT service management terms to know

• Service catalog: A service catalog is a reference guide that includes a menu of services and is often linked with service request management platforms or processes.

• Service level management: The process of creating and tracking the performance of service level agreements (SLAs).

• SLAs: Standards used to track and measure service efficiency against pre-determined expectations and business goals.

• Configuration item (CI): A configuration item is one component of a system that is managed as a single entity for monitoring and identification. Configuration management is the process of tracking CIs in an IT system, which may include documents, software, hardware, and even personnel.

• Continuous improvement: Continuous improvement or, continuous service improvement in IT service management refers to the process of regularly reviewing and updating services and processes to identify opportunities to increase efficiency and customer satisfaction.

ITSM vs. ITOM

IT service management and IT operations management (ITOM) are similar but have different focuses. ITOM focuses more on information technology's administrative and management sides, while ITSM focuses on customer satisfaction through delivering IT services to customers and users. The two may have overlapping characteristics, and many organizations implement both as part of their overall IT plan. It can lead to better user experience, more automation, and less operational risk. 

Core IT service management processes 

For IT service management to run smoothly, it’s important that the services being offered are clearly outlined. This strategic approach helps service providers and IT teams know exactly what steps to take when delivering support, resolving common issues, and carrying out routine tasks while also setting clear expectations for customers or end users. With well-defined services in place, it’s easier to maintain consistency, accountability, and quality. Below are some of the key ITSM processes that support this structure:

• IT asset management: As the name suggests, IT asset management involves managing your assets. For example, it may include ensuring you update and maintain your hardware or replacing or upgrading your software when necessary. 

• Knowledge management: Knowledge management involves managing your organization's IT information and using it to help you achieve your goals. 

• Service request management: Service request management is the management of procedures in place to handle customer requests and inquiries. Many of these requests are repetitive, so having a clear response plan helps streamline how your organization responds. 

• Change management: When something changes within your IT infrastructure, such as the implementation of new software or service delivery processes, change management ensures it runs smoothly without disrupting your services. 

• Incident management: Incident management helps ensure that whenever something goes wrong within your IT service management framework, such as an outage, you can respond quickly and get things back on track as soon as possible. 

• Problem management: Problem management involves discovering what caused an unplanned incident and attempting to eliminate future disruptions and preserve customer satisfaction.  

ITSM vs. ITIL 

The IT Infrastructure Library (ITIL) is one of the most widely used frameworks for organizations practicing IT service management. It provides clear guidelines and definitions to help structure and organize ITSM processes in a consistent way. While ITIL is a popular choice, it’s not the only option. Many organizations also draw from other frameworks depending on their specific needs and goals.

Read more: What Is ITIL Certification?

Who uses IT service management? 

Any organization that provides IT services may use IT service management, particularly larger organizations that rely heavily on technology. It is common in colleges, universities, and other higher education institutions. Government agencies may also use ITSM to streamline processes, provide transparency, and increase efficiency. According to the US Bureau of Labor Statistics (BLS), the largest employers of computer and information systems managers are the computer systems design and related services, information, finance and insurance, management of companies or enterprises, and manufacturing industries [1]. 

Pros and cons of using IT service management 

You'll discover the advantages and disadvantages of using IT service management within your organization. Some of the pros include: 

• Minimized disruptions and downtime involving your IT infrastructure 

• Improved customer experience 

• Increased employee productivity due to standardization of procedures

• Improved security and accountability 

• Better asset management

• Reduction of costs associated with IT 

• Better overall performance of your organization 

• Better overall ROI 

Potential negatives of using IT service management include: 

• Implementation can be time-consuming. 

• Potential lack of scalability 

• Requires full support from your executive team

• Some team members may be resistant to any associated changes  

• ITSM tools may not integrate with your current system

How to start an IT service management career 

Working in IT service management means having a passion for computers and working with and helping people. You must be customer service-oriented with a mind for technology. If you want to become an IT service manager, you'll need a background in information systems-related field, like information technology or computer science. You may consider participating in an internship or an entry-level IT role, such as an IT technician or database administrator.

Employers may prefer candidates with a bachelor's or master's degree, and even if they don't, earning an advanced degree can help you stand out among other job candidates. As an IT service manager, you'll need both workplace and technical skills to be a good leader and communicator. Working as an IT service manager also means lifelong learning. It would be best to keep up with the latest IT trends and technological advances.  

Job outlook and salary 

The job outlook for careers in IT service management is positive. The BLS predicts that the need for computer and information systems managers will grow 17 percent between 2023 and 2033, much faster than the average job [2]. The BLS attributes this demand to the increased number of organizations using technology and the greater need for cybersecurity.

The BLS also reports a median salary for computer and information systems managers of $171,200 [2]. Factors like geographic location, education, experience, the organization you work for, and more can influence how much you'll earn. 

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