Information technology service management (IT Service Management) are the activities which are carried out by an organization to plan, develop, deploy, manage and optimize information technologies offered to clients. The activities include development of infrastructure; deployment and implementation of IT solutions; maintenance and enhancement of these solutions; and compliance with the various standards developed for these services. This management also involves analysis, research and testing for IT service performance. Based on this research IT service management determines IT service objectives, quality benchmarks and system level requirements. It also defines the resources required to deliver IT solutions. All of these activities form the major components of the overall IT service management process.
A successful IT service management system would include effective and efficient processes for controlling, monitoring and reporting IT incidents. For this purpose several activities are carried out. One of these is the creation of incident response procedures (IRR), which notify the company of potential IT risks and vulnerabilities before they get out of hand. Another important aspect of IRR is early detection of problems so that the resolutions can be put in place, before the problem gets out of hand.
Other important processes involved in this process include prevention of further problems by identifying and correcting problems as they occur, reporting of the incident to the customer and utilization of available resources for solving problems as they occur. Identification of problems or threats to the IT environment is done by the service desk. Once a problem is identified it is fixed, and a report is sent to the IT service manager. On receipt of the report the service desk modifies the processes involved to make them effective for addressing the problem.
IT service management is carried out by businesses in many ways. The methods involved may vary from one business process to another. The two most common methods used are process re-engineering and process improvement. In the case of process re-engineering, a business process is restructured so that it can be more efficient and less problematic for the user. In the case of process improvement, a business can focus on improving the quality of the services provided, addressing usability issues, and reducing costs.
This method is also known as event management or request fulfillment. IT service desk software can help companies to implement these procedures in their business process. These systems enable service desk professionals to create workflow processes that are highly effective and reduce the time and effort spent on activities such as tracking, analyzing, and fixing problems. Using this solution allows companies to better manage their operational processes and business processes.
IT service desk software can help businesses address different types of risks such as web-based threats, insider threats, system downtime, and other threats that can disrupt or interfere with the performance of the business. Businesses can use these systems to prevent the occurrence of incidents and resolve them as soon as possible. These solutions give businesses an opportunity to take proactive measures and address security threats quickly. It also enables them to increase their level of productivity, cut down on cost, and improve customer satisfaction.