What is ITSM?

IT Service Management, or ITSM, is how IT teams handle everything related to delivering IT services to customers. It’s not just about fixing computers or solving technical issues. ITSM is a whole system that helps IT teams manage their work.

Using IT service management tools is key to making this system work well. Now, let’s break down the stages of ITSM and explore how to choose the right ITSM tool for digital era success .

1. Service Strategy:
   This stage is concerned with planning what types of IT services your company needs and how they will support business functions. You also decide which services should be offered, who uses them and what value they provide. The aim here is to ensure that all your IT assets track according to your overall corporate strategy. At this point in time working with IT asset management software becomes very important as it helps you keep track of all your different kinds of information technology resources ensuring their optimal utilisation.
2. Service Design:
   Once you have a strategy, it’s time for Service Design. This stage is about designing the IT services you planned in the strategy. You work out the details, like how the services will work, what processes you need, and what policies to follow. During this stage, IT service management tools help you design and document everything so that nothing is left to chance.
3. Service Transition:
   Next comes Service Transition. This is where you take the services you designed and make them real. It’s about testing, deploying, and transitioning these services into your live environment. The goal is to ensure that the services are delivered smoothly and meet the requirements you set. Change management is a big part of this stage. It helps manage any changes to the services without causing disruption. IT management is key here, ensuring that every part of the transition is handled well. The focus of Service Transition is to deliver services on time, within budget, and with as little disruption as possible.
4. Service Operation:
   Service Operation is where the services you've planned and designed are now being used every day. This phase deals with activities like responding to incidents, fulfilling requests, managing problems etc. The focus here is on delivering services at the agreed-upon levels and keeping customers happy. IT service management platforms are essential during this stage. They help manage and monitor the services to ensure everything is working as it should.
5. Continual Service Improvement:
   The last stage involves continually improving your IT services by learning from past experiences and using that knowledge for future performance. This is where IT Asset Management becomes crucial. Understanding what is IT Asset Management and why is it important helps you track and manage resources effectively, ensuring services improve in both quality and efficiency. IT service management tools provide the insights needed to identify areas for enhancement.

An ITSM framework is a set of guidelines that helps businesses manage their IT services more effectively. Think of it as a toolkit that helps ensure that IT services are well-organized and aligned with the business’s goals. It offers a structured way to design, deliver, and manage IT services so everything runs smoothly.
Now, let’s explore some of the most popular ITSM frameworks available.

Popular ITSM Frameworks

• ITIL®
ITIL is one of the most well-known ITSM frameworks in the world. It was first introduced in the 1980s and has been a trusted guide for businesses looking to use IT for growth and change. Over the years, ITIL has evolved to stay up-to-date with modern needs, and the latest version, ITIL 4, is particularly useful today.
ITIL 4 helps businesses adapt their IT services to the current landscape, including trends like cloud computing, Agile, and DevOps. It includes a new feature called the ITIL Service Value System (SVS), which provides a clear approach for creating, delivering, and improving services continuously. The SVS is made up of key components such as the service value chain, ITIL practices, guiding principles, governance, and continual improvement.
ITIL 4 introduces a four-dimensions model, which ensures a balanced and holistic approach by focusing on organizations and people, information and technology, partners and suppliers, and value streams and processes. If you’re looking for an ITSM Implementation Framework that stays relevant, ITIL 4 is a great choice.
• COBIT
COBIT stands for Control Objectives for Information and Related Technologies. It’s another popular ITSM framework that helps businesses manage their IT governance and information management. COBIT is particularly useful for developing strong governance strategies and addressing risk management. The latest version, COBIT 2019, has been updated to meet the challenges of today’s business environment, including new technologies and security concerns. What’s great about COBIT IT governance is that it works well with other frameworks like ITIL and TOGAF, providing a unified approach to IT governance. COBIT’s Core Model includes 40 governance and management objectives. These help businesses create a solid governance structure. They also align IT goals with business objectives. If you need a framework that covers all bases in IT governance, COBIT is definitely worth considering.
• eTOM
The enhanced Telecom Operations Map (eTOM) is a framework tailored specifically for the telecommunications industry. It provides best practices, models, and standards to help businesses manage their telecom services. eTOM is organised into three main areas:
1. Strategy, Infrastructure, and Product: Focuses on long-term planning and managing the telecom infrastructure.
2. Operations:Deals with day-to-day telecom service management.
3. Enterprise Management: Covers overall business management strategies.
Using eTOM helps standardise processes and improves communication within teams, thanks to its clear definitions and uniform language. If you’re in the telecom sector, eTOM is a valuable framework for streamlining your operations.
• TOGAF
TOGAF, or The Open Group Architecture Framework, is a framework that helps businesses align their IT architecture with their overall goals. Originally developed in 1996, TOGAF has remained relevant by continuously adapting to new business needs. The core of TOGAF is the Architecture Development Method (ADM), which helps businesses manage the lifecycle of their enterprise architecture. The latest version of TOGAF focuses on four key areas:
1. Business Architecture: Defines the business strategy and processes.
2. Applications Architecture:Focuses on software applications and their interactions.
3. Data Architecture: Manages data organisation and governance.
4. Technical Architecture: Covers the technical infrastructure that supports the business.
TOGAF is an excellent choice for businesses looking to implement structured IT Service Lifecycle Frameworks that align with their long-term objectives.

Alright, so you’ve got a handle on IT Service Management. But what about the tools you need to actually manage it all? Imagine trying to cook a meal without any kitchen utensils—frustrating, right? The same goes for managing IT services. Without the right tools, you’re just making things harder for yourself. But with so many options out there, which ones should you pick? Don’t worry, we’ve got it sorted.

Now, let’s dive into some of the best ITSM tools out there:

• ServiceNow: When comparing ServiceNow vs. Jira Service Desk for ITSM workflow management , ServiceNow stands out as the Swiss Army knife of ITSM tools. It’s powerful, customizable, and highly regarded in the industry, frequently listed by Gartner as a top choice. Gartner often lists it as one of the top ITSM tools
• BMC Helix ITSM: Known for its flexibility and smart features, BMC Helix helps streamline your IT operations. It’s definitely one of the best ITSM tools you can get.
• Jira Service Management (by Atlassian): If you’re already using Jira for project management, this is a great choice. It integrates well and is perfect for teams that work in an agile environment.
• Freshservice: This tool is really user-friendly, which makes it a top pick for smaller businesses. It’s a solid option for those new to IT service management (ITSM) tools software.
• Ivanti Neurons: This one stands out because it can automate a lot of your IT tasks, making life easier for your team. It’s a top pick among service management tools.
• ManageEngine ServiceDesk Plus: If you’re looking for a tool that’s budget-friendly but still packed with features, this is a great option. It’s well-liked for its reliability.
• Cherwell:What’s cool about Cherwell is that you don’t need to be a tech wizard to customise it. It’s great for businesses that need something tailored to their needs.
• SolarWinds Service Desk:This tool is built with IT teams in mind. It’s a good all-rounder for managing incidents, changes, and assets.
So, when you’re looking at these IT service management (ITSM) tools software, think about how they can help you manage IT services better, keep your customers happy, and drive your business forward. The right tool can make all the difference.