ITSM

ITSM (IT service management) is the most relevant scheme for administration of services and processes in IT infrastructure today. The ITSM concept is based on standards that imply a common model of information service delivery for all providers of such services.

ITSM is a set of specific rules, which were formed thanks to the information taken from the ITIL library – a collection of practical solutions in the field of providing quality IT services.

The main difference between the use of ITSM and the classical method is that the traditional variant is based on technology, while ITSM is based on user needs, efficiency and quality IT service delivery. Hardware is then relegated to the background.

Taking into account the above described, internal rules of information service, as well as established agreements and requirements for the performance of processes and services, we can conclude that IT departments of enterprises will be able to receive the highest quality services, as well as to change their configuration according to their needs.

Systematicity is one of the most significant elements in understanding ITSM principles.

Implementing ITSM enables:

• Minimize the response time to a specific negative event and the resolution of related issues
• Analyze incidents, determine the reasons why they occurred and minimize the risk of their recurrence in the future
• Establish and maintain a fully functional state of the infrastructure and all its components
• Distinguish infrastructure processes into unsafe and useful
• Control and coordinate active processes that directly or indirectly affect the entire infrastructure
• Maintain an efficient and customer-friendly level of service delivery by all possible means
• Build an IT infrastructure that will be the basis for all processes
• Determine the financial costs of the optimal capacity required for the normal functioning of the infrastructure
• Ensure stable and trouble-free operation of all infrastructure processes, as well as its operational recovery after failure in extremely short time
• Form an efficient and ergonomic scheme of interaction between the infrastructure and its customers

ITSM provides a close connection between all components of the IT infrastructure, and offers solutions to typical problems and emergencies.