IT Service Management (ITSM)

ITSM (IT Service Management) refers to how IT teams manage the end-to-end delivery of IT services to customers. It includes all processes and activities to design, create, deliver, support, and manage IT services.

ITSM focuses on aligning IT services with the needs of the business and often uses ITIL as a guiding framework.

ITSM Process:

1. Incident Management – Restore service quickly when it fails.

2. Problem Management – Identify and resolve the root cause of issues.

3. Change Management – Control and manage changes to reduce risk.

4. Service Request Management – Handle user requests (e.g., password reset).

5. Configuration Management – Maintain info about IT assets (CMDB).

6. Release & Deployment Management – Plan and deploy changes in a controlled way.

Incident Management

Process to restore service quickly & reduce impact.
Goal: Minimize downtime, restore service, improve satisfaction.

Minimizes Downtime: A quick response can reduce operational disruptions.
Limits Financial Losses: Effective containment prevents incidents from escalating.
Protects Reputation: Transparent and timely handling of incidents builds trust with customers and partners.
Ensures Compliance: Many regulations require organizations to have incident response plans in place.

📌 Summary

Incident Management is key to ITSM. Automation, categorization, SLAs, and reporting streamline operations.