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The Essential Guide to ITSM (IT Service Management)

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I. What is ITSM?

Unpacking ITSM: Processes and Activities

Additional Resource
ITIL Made Easy: ITSM Processes and Best Practices

 

II. ITSM & ITIL What's the Difference, and Why Does it Matter?

A Brief History of ITSM & ITIL

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Additional Resource
ITSM vs ITIL: What's the Difference, and How Do They Complement Each Other?

III. Understanding the ITIL Service Lifecycle

Additional Resource
IT Service Management Plays Beyond IT

IV. ITSM Roles and Responsibilities

 

Other ITSM Frameworks

V. ITSM KPIs and Metrics

Additional Resource
The Definitive Guide to Service Desk KPIs and Metrics

 

Additional Resource
Looking to get started with ITSM?

VII. The Central Role of ITSM Software

Capabilities of ITSM Software

IT Service Desk
IT Service Desk

Service desk is a core function of ITSM software, providing a single point of contact between the IT organization and its customers and housing integrated processes on a common platform with a global CMDB.

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ITIL Processes
ITIL Processes

ITSM software should offer streamlined, out-of-the-box compliance with the most commonly used ITIL processes.



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Incident and Request Management
Incident and Request Management

Users or customers of the IT organization can submit requests for goods and services, report issues, and check the status of any open ticket through the Cherwell Service Platform. On the IT side, operators benefit from full ticket handling functionality.


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Change Management
Change Management

Change management is one of the most challenging ITIL processes to implement successfully. ITSM software should provide configuration and dependency mapping, which ensure that risks are adequately understood and mitigated when implementing IT changes, as well as automate key tasks such as change approval processes.

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Configuration Management
Configuration Management

Configuration management is a crucial but often overlooked aspect of ITSM. Each IT asset should be documented as a configuration item with the organization's CMDB. IT operators can use the CMDB to access information about configuration items, including which CIs are needed to deliver a specified service.

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IT Asset Management
IT Asset Management (ITAM)

ITAM functionality makes it easy for IT organizations to track and manage their hardware and software IT assets throughout the entire product life cycle, from purchase through retirement.



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Additional Resource
Compare ITSM Vendor's in Gartner's 2019 Magic Quadrant

VIII. Current Trends Influencing the Future of ITSM

Additional Resource
IT Service Management 2020: 15 Experts Share Their Insights on the Future of ITSM

IX. 8 Steps to Elevate ITSM Success

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