The goal of IT services is to ensure that users have the access and functionality they need. But, unfortunately, it’s not very easy in today’s connected world. So it makes sense that a rigorous approach would result in significant business benefits for any company trying them out.

What is IT service management?

In a world where everyone is digital, it’s more important than ever to have an up-to-date IT infrastructure. Why? Well, for starters, end-users demand convenience when they come in contact with technology.

Disrupting traditional business models means you need efficient services that can adapt quickly. There will never be enough money available from one source alone, so partnerships between companies are necessary. There’s no doubt that we live our lives online now because social media has made connecting more accessible than ever before.

Differences between IT service management and the ITIL framework

In the simplest terms, IT services management can be described as a practice of managing technology operations.

ITSM on its own doesn’t have much more meaning than this basic definition. Still, it involves practices such as configuration management and change control, which form the foundation for an organization’s overall strategy when using ITIL frameworks.

Organizations implementing these three pillars like Micro Focus are usually at higher maturity levels than those who don’t use them. It’s because they can identify weaknesses early enough. So there has been time invested heavily into fixing them before any significant problems arise within your business. It is due entirely to a lackadaisical attitude towards taking care of everything.

Common IT Service Management processes and tools

The IT Service Management tools are crucial for handling queries from employees and customers in the customer support industry. These tools track their progress to provide you with the best solution.

Here is our list of the top five processes and tools in the framework.


  1. Problem management
  2. Configuration Management
  3. Availability Management
  4. Incident Management
  5. Capacity Management


  1. SysAid
  2. SummitAI
  3. Zendesk
  4. SolarWinds
  5. Freshservice

Benefits of ITSM for your IT team

Services that are managed by IT Service Management programs have become a critical part of enterprises. The metrics used to measure performance and improvement in this area provide an organization with way more information than they would otherwise possess. It also allows them better insight into how well their services work together as one whole unit instead of individual components or pieces from different suppliers.

Our top five benefits of IT Service Management are:

  • Agility enhancement
  • Security and regulatory risks are reduced
  • Your business and IT align better
  • Profitability increases
  • The cost for IT reduces

Whether you’re in charge of IT for a small company or the CIO at a global conglomerate, it pays to know how IT Service Management can help your department. The benefits are many and varied—from better customer satisfaction rates to more efficient processes that save time and money. We hope that reading will inspire new ways for you to improve your business using IT Service Management.

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