IT service management is an umbrella term that describes a strategic approach to designing, delivering, managing, and improving the way businesses use information technology (IT).
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What is ITMS?
ITSM includes all the discrete activities and processes that support a service throughout its lifecycle, from service management to change management, problem and incident management, asset management, and knowledge management.
An IT service enables access to information and processes to achieve important business objectives or provide value.
IT services include the implementation and support of business applications, such as WEB and/or MAIL Servers; design and optimize IT infrastructure, such as storage, networking, and cloud resources; creation and management of processes such as technical support and troubleshooting procedures, and other areas.
IT teams must create, deploy, manage, optimize and potentially retire each service, with input from the business.
There are many roles within the IT service desk. IT services often start with a need and strategy, and this requires clear guidance from IT and business leaders. Services must then be designed and implemented, which requires the expertise of IT hardware and software application engineers. Services must be monitored and tracked, and problems remedied by IT administrators and help desk personnel. Key performance indicators (KPIs) for the service should be communicated, with recommendations for changes and improvements to the service, to the business that uses them.