ITSM - What is it? Introduction to IT Service Management

hi I'm Sarah from secede we make ITSM software you know what that means we found that new employees joining the company had a hard time grasping the concept of what is ITSM so we made this short video for them and we thought it'd be beneficial for all of you to in the next few minutes we'll get you familiarized with two important terms ITSM and itíll ready let's go IP service management or IPM for short is the term that refers to implementing managing and delivering quality IT services in the best possible way to meet the needs of a business it ensures the appropriate mix of people processes and technology are in place to provide value to a business let me show you what that means in the real world think of a computer running software the software is made up of very complicated code lines that very few people can understand so in order to allow everyone to use the software it needs to have an easy-to-use and friendly user interface otherwise most people would not be able to use it likewise ITSM serves the same purpose as the software's user interface it helps employees in an organization communicate with IP without having to know anything about technology and still get what they need and their issues resolved for example when a new sales executive joins our company our IT department naturally provides them with a new computer but imagine if our sales person who needs to travel a lot to the customers receives a regular desktop well it's in the computer so I guess IT did their job small problem though and it's not exactly equipment that the new guy can use to actually work if there was an ICS on process in place where IT understands the needs of the business and what the employee needs to do with the equipment the new guy would have gotten a laptop saving him a lot of wasted time and energy in his first few days of the job so in essence ITSM creates a bridge between IT and the customer in this case the new recruit since both sides save time and time equals money ITSM brings direct value to the business but how these IT professionals know how to do ITSM where do they get their information it sounds like this should be manual for that they're sort of are there are several frameworks that contain best practices on how to do IPS now the most popular and widely used is called iPhone in many organizations ISIL is kind of like the Bible for ITF that contains a whopping 26 processes whose purpose is to focus on aligning IT services with the needs of the business and IT professionals can pick and choose that they think will work for their business by no means does anyone need to adopt all of the processes there are however specific processes that most IT professionals use the first of the incident management many people call this ticketing it's the most widely adopted process from ISIL at nearly 100% it's important because it ensures that normal service operation is restored as quickly as possible when it incident occurs like when I do this and this happened that's incident management something broke and then it was fixed thanks then there's change management which has adopted 75% of the time change management refers to managing and controlling anything you'd like to change in your organization in order to keep disruptions to the business at a minimum changes could be an infrastructure development of apps and more watches my phone changes Wow my phone was replaced and all my data was transferred that's the result of a good change management process nice problem management is another itle process that is super important it's adopted 60% of the time what's the difference between a problem and an incident a problem is a cause of one or more incidents that all relate to the same issue when problem management is in place all the related incidents are investigated and fixed this way the customer won't stay stuck but a problem will stay open an IT until a complete resolution for the bigger issue is found and then of course this hopefully means that future incidents will be prevented and for those incidents that can't be prevented problem management will help minimize the impact take for example my phone dropping if problem manager was in place then this can happen great when differentiating between ITSM and items it's important to remember that ISIL is a view on how to do ITSM but not all ITSM is I told there are a lot of moving parts in ITSM and ITIL but the real goal is to connect people and IT in the best way possible so customers will be happy and your business will reap the benefits

Channel: SysAid

Views: 233,907

Rating: 4.897059 out of 5

Keywords: sysaid, help desk, IT management software, ITSM, help desk software, ticketing system, ticket system, itam, it asset management, service desk, servicedesk, helpdesk, helpdesk software, it service management, whats is itsm

Id: Zt6GNAIoUsY

Length: 5min 1sec (301 seconds)

Published: Mon Apr 17 2017