Information Technology Service Management (or ITSM) focuses on the relationship of the
company with its customers. Since the ultimate goal of any business is to satisfy customers,
ITSM becomes a special area for handling service management – thus providing the framework
to structure IT-related activities. ITSM is a discipline for managing IT systems from the
perspective of the customer. It utilizes IT technical personnel for handling customers and
other end users (who would be more focused on the operational concerns in the so-called back
end or back office. Its concern is in the delivery of technology to the client business.
ITSM may encompass the following areas: Information Technology Infrastructure Library
(ITIL®), Application Services Library (ASL), Control Objectives for Information and Related
Technology (CobiT), Business Information Systems Library (BISL), Microsoft Operations
Framework (MOF), and other approaches available from IT providers (like the Helpdesk
Institute and eSourcing Capability Model for Service Providers for producing a center
focused on service management.)
ITSM assures the client business of service quality, security and compliance. It should be
able to provide a framework that can deliver a fast and user-friendly solution customized
for the needs of the client business. ITSM is not limited to technical companies alone since
even non-technical companies such as banks, hospitals, financial institutions and travel
industries utilize this type of system.
When choosing the right provider, it is important to note that the service offered must be
in line with the objectives, goals, strategies and processes of the client business. A
basic function the provider must aspire to provide is a solution to customer service
problems to increase desk productivity. Best of all, it must give the client company an edge
to compete globally.