ITSM service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by your organization or part of your organization to plan, deliver, operate and control ITSM services offered to customers, service, efficient cost structures, and a work culture attracting and retaining the best talent, for example, the change management process is the sequence of steps or activities that a change management team or project leader follow to apply change management to a change in order to drive individual transitions and ensure the project meets its intended outcomes.
If you resolve a customer IT problem at first contact, you are improving operational efficiency, reducing costs, and improving user satisfaction all at the same time, continual service improvement is a must for IT services to continue to exist and be relevant, particularly, that is why it is important to provide the customer with a complete form in order for the customer to collect all of the essential information.
Beyond the need to manage IT technology is the need to establish and employ best practices processes to optimize IT services, you must be able to transform your infrastructure without disrupting your organization ability to deliver products and services, for example, another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users.
Want to check how your ITSM Processes are performing? You don’t know what you don’t know. Find out with our ITSM Self Assessment Toolkit: