IT Services Management (ITSM)

IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centred on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centred approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:

Providers of IT services can no longer afford to focus on technology and their internal organisation, they now have to consider the quality of the services they provide and focus on the relationship with customers.

ITSM as a concept stems from the notion that IT should be delivered as a service rather than an ad-hoc reactive expense item. ITSM is delivered through a number of organisational frameworks, however the most widely used and accepted framework for ITSM delivery is the Information Technology Infrastructure Library (ITIL).

Within an organisation, ITSM provides a method of delivering information technology based around the 5 key areas - service design, service strategy, service transition, service operation and continual service improvement.

Specific areas which can be assisted by software systems are Service Desk, Configuration Management Database (CMDB) knowledge management system (KMS), and system discovery tools.

eProgram has extensive experience in assisting its customers with development of core elements of the ITIL and ITSM structures including developing the service catalogue, capacity planning, and specific capabilities in rolling out enterprise wide knowledge management systems and CRM systems. If you have needs in these areas, eProgram can assist so contact us or fill in our online contact form.