MentisCell – ITSM (IT Service Management)
Summary
ITSM (IT Service Management) is the discipline of designing, delivering, managing, and improving the way IT services are used within an organization. It focuses on aligning IT services with business needs, ensuring quality, efficiency, and continuous improvement.
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Content
IT Service Management (ITSM) provides a structured approach to managing IT services throughout their lifecycle.
It is commonly associated with frameworks such as ITIL, which define best practices for service delivery and support.
Main functions
- Service design: plan and structure IT services to meet business requirements.
- Service delivery: ensure services are provided reliably and consistently.
- Incident and problem management: restore service quickly and prevent recurrence.
- Change and release management: control modifications to minimize risk and disruption.
- Service desk: provide a single point of contact for users.
- Continuous improvement: monitor performance and implement enhancements.
Use cases
- Implementing a service desk for centralized support.
- Managing incidents and service requests with clear workflows.
- Coordinating change management to reduce downtime.
- Aligning IT services with compliance and governance requirements.
- Measuring service performance with SLAs and KPIs.
Essence
- Framework for managing IT services effectively.
- Aligns IT operations with business goals.
- Enhances reliability, efficiency, and user satisfaction.
- Supports governance, compliance, and continuous improvement.
Interconnections
- ITOM — complements ITSM by managing operational aspects of IT services.
- ITAM — integrates asset management into service delivery.
- CMDB — provides configuration data to support ITSM processes.
Tags
#itsm #service-management #itil #governance #compliance #continuous-improvement
Contributors
Created with the support of Microsoft Copilot on 2025-11-10.
Validation and editorial direction by Jorge Godoy.