Definition

ITSM (IT Service Management)

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models. ITIL (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology (IT) service management.

ITSM audits are based on analysis of four key performance indicators in specific ways:

  • Growth and value, which involves tracking revenue growth against investment and utilization.
  • Budget adherence, which involves optimizing the use of available funds and avoiding unnecessary expenditures.
  • Risk impact, which involves identifying and evaluating the consequences of risks taken or avoided.
  • Communication effectiveness, which involves examining customer feedback and gauging customer satisfaction and awareness.

A thorough ITSM audit allows enterprise executives and management personnel to determine the status of various processes and identify potential problem areas. In order to function well, ITSM requires in-house expertise. One way to ensure this is to have key individuals within the organization obtain ITIL Foundation certifications regulated by the ITIL Certification Management Board (ICMB). Third-party auditing is another option, although it carries some risk of product bias because outside auditors may have vendor-specific knowledge or preferences.

This was last updated in August 2006
Posted by: Margaret Rouse

Email Alerts

Register now to receive SearchCIO.com-related news, tips and more, delivered to your inbox.
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

More News and Tutorials

Do you have something to add to this definition? Let us know.

Send your comments to techterms@whatis.com

There are Comments. Add yours.

 
TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: