IT Service Management is the management of all people, processes and technology that cooperate to ensure the quality of live IT services, according to the levels of service agreed with the customer.
ITSM is a different approach to traditional IT , It can be said that ITSM is an enhancement to the traditional IT management, so we can see that this happens:
|Traditional I/T||ITSM Process|
|Technology focus||è||Process focus|
|Centralized, done in-house||è||Distributed, sourced|
|Isolated, silos||è||Integrated, enterprise-wide|
|“One off”, adhoc||è||Repeatable, accountable|
|Informal processes||è||Formal best practices|
|IT internal perspective||è||Business perspective|
|Operational specific||è||Service orientation|
ITSM it is based on functions such as systems management, network management, application development and on process domains such as Change Management, Service Level Management and Problem Management.
To be able to work with ITSM, ITIL and MOF are two of the frameworks available to the IT service organization or department aiming for the highest quality at the lowest cost in a turbulent environment.