What is ITSM? Meaning, Frameworks, and Top Tools

By TechFunnel Contributors - Published on January 19, 2023

People often mistake ITSM for basic IT assistance due to their regular encounters with IT. ITSM teams, on the other hand, monitor all forms of workplace technology, from laptops to servers to mission-critical software programs. In the modern world, IT service management or ITSM plays a crucial role in orchestrating the entire breadth of the digital landscape in an enterprise. Let’s dig deeper into this concept.

What is ITSM? Meaning and Definition

IT teams manage the comprehensive delivery of IT services to users using information technology service management, often known as ITSM. This comprises the design, creation, delivery, and support processes and activities for IT services.

ITSM is predicated on the premise that information technology should be provided as a service. An example of an ITSM situation may entail requesting new equipment, such as a laptop. One would send their request via a portal, complete a case with all pertinent details, and start a recurring procedure. Next, the ticket would be placed in the queue of the IT department, wherein incoming requests are prioritized and treated accordingly.

IT service management (ITSM) includes all aspects of organizing information technology services, like scheduling, formulating, constructing, executing, implementing, enhancing, and supporting internal and external stakeholders, with the objective of continuously enhancing services to meet business objectives. From simple tasks like provisioning a laptop, it also extends to server management to power an online business, providing resources for analytics, and troubleshooting security issues.

ITSM Frameworks (ITIL and others)

ITSM as well as ITIL (Information Technology Infrastructure Library) architectures are closely connected. ITIL is the formal statement from the Cabinet Office of the United Kingdom, and so it handles a number of related topics as separate disciplines. The most current version of ITIL is the 4th edition, which has considerable improvements since the 2011 version, which was a revision of its 2007 avatar.

ITIL (Information Technology Infrastructure Library) is a popular ITSM paradigm, however, there are alternatives. ITIL can help businesses adapt to continual change and growth. ITIL 4 is the most contemporaneous set of standards that guides teams through an IT framework centered on the organization and the customer. It promotes teamwork, usability, and feedback.

Other often-used frameworks include:


TOGAF is a framework and method meant to establish business goals and correlate them to software development-related architectural objectives. This high-level architecture, built in 1996, continues to maintain its importance in the era of DevOps.

2. MOF

Microsoft Operations Framework (MOF) comprises 23 papers that outline the methods for designing, delivering, and sustaining IT services. The primary goal of the MOF is to create an environment in which IT and business may successfully work toward operational maturity.


Control Objectives for Information and Related Technologies (COBIT) offers mechanisms for developing, monitoring, and improving implementation and risk management solutions. The COBIT Core Model comprises 40 governance and management objectives.

4. FitSM

FitSM is an open and compact suite of standards designed to enable successful IT service management within the largest number of businesses. It simplifies an ISO/IEX 20000-aligned framework for service management.

5. Six Sigma

This framework enables you to concentrate on your primary objectives, information gathering, and interpretation. It aids in the reduction of IT service and product faults.

6. ISO 20000

ISO offers international standards like ISO 20000, which outlines the criteria for an ITSM framework. Despite the fact that the  British Standards Institutions designed the standard to replicate the best practices outlined in the ITIL framework, it is also compatible with other frameworks, such as MOF.

How Does ITSM Work?

ITSM is often explained on the basis of IT providers (the company’s IT department, a joint delivery unit, or a service management partner) as well as customers (i.e., users), who engage via the IT service counter. The service is selected, designed, deployed, and managed by an IT service provider.

The supplier might be either an institutional IT team or an external expert. A user of IT solutions — for instance, an employee who sends/reads emails using the company’s Exchange Outlook interface, is an IT service client. Typically, IT organizations provide clients with an IT service catalog, a list, or a menu of accessible services. Multiple positions exist inside the IT service counter.

Typically, IT services begin with a requirement and strategy, which needs clear direction from corporate and IT management. The services must then be designed and delivered, which requires the knowledge of IT application hardware and software experts. IT managers and help desk workers monitor and track services, as well as resolve issues.

The service’s KPIs or key performance indicators must be provided to the company that utilizes them, along with suggestions for service adjustments and enhancements.

ITSM Tools and Processes

The many processes and activities of ITSM necessitate a wide range of technologies. ITSM software automates the service delivery process and facilitates better interactions between customers and service providers. This category consists of tools for process coordination, tech support, and service desk. assistance.   ITSM tools include assistance from Axios Systems, ServiceNow, as well as BMC Remedy.

Additional ITSM tools to explore include:

1. Jira Service Management

Jira service management is among the top ITSM applications that offer ITIL-certified incident, issue, change, request, and configuration management. You can easily oversee the tasks of your teams on a single platform, allowing your employees and clients to obtain assistance immediately.

2. ManageEngine ServiceDesk Plus

This is a service management solution that meets the standards of ITIL Service Operation. ManageEngine is compatible with Windows Server, Linux, as well as cloud platforms. It provides exceptional insight and centralized management over IT problems so that organizations experience minimal downtime.

3. ServiceNow IT Service Management

It encompasses incident management, issue resolution, project management, release handling, as well as request management. ServiceNow’s USP is its integration capabilities and extensibility.

4. BMC Software

BMC Helix ITSM is a service management tool of the next generation. With over 6500 IT businesses, BMC has proved to be the most dependable and people-focused system. BMC has created a solid system by gaining a comprehensive understanding of upcoming technologies like AI.

5. SolarWinds Service Desk

It is a multitenant, cloud-based IT support center and asset management application. It facilitates the monitoring and evaluation of current IT trends, challenges, and procedures. Its standard incident management ensures incoming requests are structured, allowing for a productive support desk.

6. CA Service Desk Manager

Broadcom’s CA Service Desk Manager is essentially a cloud-based solution for IT support and service management. It aids in the administration of changes, incident management, automation support, processes, and reporting. It is adaptable and may be swiftly modified according to the requirements.

Additional system management tools support ITSM processes. These kinds of tools include configuration management database (CMDB), asset tracking, licensing governance,  APM or application performance monitoring, and log analytics software. Therefore, what is the most important processes that IT managers must consider? The following are the most prominent:

  • Change management: When a service does not meet the expectations of the company, it must be updated, enhanced, or otherwise adjusted.
  • Asset management: Hardware and software are required for services to operate. Such assets should be monitored, correctly updated, and mapped to illustrate how they interact.
  • Knowledge management: By structuring and ensuring that information about IT services is widely accessible, knowledge management may prevent duplication of effort and discovery.
  • Incident management: When performance difficulties or outages affect an IT service, the IT service counter must resolve the problem.
  • Problem management: An issue is an incident’s underlying cause. Consequently, issue management is a method for permanently resolving challenges in order to enhance the delivery of services and performance.

When IT operations are organized and well-managed, organizations can dedicate more time to strategic goals and spend less time on firefighting, or just tackling challenges “at the moment”. ITSM’s advantages are the strategic alignment of business and IT, consistent IT efficiency and costs, and continuous enhancement of IT effectiveness. To unlock even more benefits from your IT investments and processes, explore the 4 Levels to Improving Your IT Management.

TechFunnel Contributors | TechFunnel.com is an ambitious publication dedicated to the evolving landscape of marketing and technology in business and in life. We are dedicated to sharing unbiased information, research, and expert commentary that helps executives and professionals stay on top of the rapidly evolving marketplace, leverage technology for productivity, and add value to their knowledge base.

TechFunnel Contributors | TechFunnel.com is an ambitious publication dedicated to the evolving landscape of marketing and technology in business and in life. We are dedicate...

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