Benefits of ITSM

While the benefits of applying IT Service Management practices vary depending on the organization’s needs, some typical benefits include:

  • Improved quality service provision
  • Cost-justifiable service quality
  • Design of services that meet business, customer and user demands
  • Integrated and centralized processes
  • Transparency of the roles and responsibilities for service provision
  • Continual improvement, incorporating ‘lessons learnt’ into future endeavors
  • Measurable quality, performance and efficiency attributes.

It is also important to consider the range of stakeholders who can benefit from improved ITSM practices. As perspectives will differ for each stakeholder, the benefits provided by enhanced ITSM practices may apply to one or more of the following parties:

  • Senior management
  • Business unit managers
  • Customers
  • End users
  • IT staff
  • Suppliers
  • Shareholders.