What is IT Service Management?

IT Service Management (ITSM) is a discipline in the company that supports the delivery of IT services to the organisation.

IT services are provided as a mix of people, technology and processes, which supports the delivery - from design to continuous improvement.

IT service management includes how IT services are designed, delivered, planned, operationalised, and verified, as well as how the services subsequently are improved continuously. It is all defined and provided taking the needs of the organisation into account.

IT service management is typically supported by IT technologies and solutions.

In Syspeople we have chosen to support the solution ServiceNow, which we deliver to support the company's total IT Service Management setup.

Disciplines in IT service management

IT service management (also referred to as ITSM) covers among other things the following processes and disciplines, all supported by ServiceNow:

Incident management handles incidents (deterioration in or outage of normal operation of services). Here are overview, handling, and prioritisation of cases the essential parameters.

Request fulfillment handles requests for services, software or hardware.

Problem management aims to examine problems in the IT infrastructure through root cause analyses and eliminate repeated incidents that can contribute to a destabilisation of the IT environment. 

Change and release management refers to how adjustments are planned and implemented in the IT infrastructure. Through change and release management you avoid among other things that adjustments generate unintended errors caused by lacking planning and testing. With it costs and risks are lowered, when adjustments are implemented in the IT landscape.

Service level management ensures that IT services are delivered within the framework of the agreements and level of cost.

Knowledge management contributes to efficient documentation and reuse of knowledge and provide the end user the opportunity for self-help, possibly resolving the case without direct assistance from the IT department.

Reporting gives a reliable thumbnail sketch based on the concrete data, by this achieving resourcefulness and an opportunity for a focused effort.

Performance Analysis with access to historical data allows you to show development over time, set goals, and predict future ITSM results, as well as perform detailed analyses.

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An IT organisation that generates value

The essential job for an IT organisation is to generate value for the company and support the company in the achievement of its strategic goal. This can happen, for example, by:

  Delivering stable and reliable IT, service, and support
  Reduce the number of errors that affect users
  Ensure a quick repairing of errors and problems
  Reduce outage time
  Support/initiate the company's digital transformation

Tools for IT service management

In medium and large companies, there is a need for expedient tools and instruments to support the company's employees with IT service management and contribute to the solution of tasks and problems. It is solutions that provide overview, contribute to handling, debugging, prioritisation and automation of entire or parts of processes. Often it is the tools, which allows the end user to act him- or herself.

In Syspeople we have chosen to support ServiceNow, which we see as a good and solid choice for service management. ServiceNow is a solution that manages to go both broad and deep and at the same time can handle other "shared services" as well as customer service. Read more about ServiceNow here.

Read about the IT Service Management solution, ServiceNow

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IT service management and ITIL

The discipline of IT service management is inextricably connected to the standard of ITIL. ITIL stands for "Information Technology Infrastructure Library" and is a framework for best practices for especially IT service management. ITIL assists from planning a service to design and commission to improvement of the service and provides an overview of the most optimal procedures, so the IT service management initiative obliges the needs of the business in the best possible way.

In Syspeople, we support the entire ITIL framework and you can always get more information on, how it can benefit you, by bringing about a dialogue with us.

Digital transformation and ITSM

Digital transformation is one of the most used buzzwords in relation to IT service management. Digital transformation is an essential factor in making the IT department visible and supporting of the core processes of the organisation, which can generate and signal impact force in the entire organisation.

Simultaneously, digital transformation can easily become a challenging entity, which is difficult to get the hang of. How do we catch the ball in my organisation? Which opportunities do we have to become active team players and take initiatives in digital transformation?

In Syspeople, we strive to bring the digital transformation at eye level, inspire and make it concrete and measurable. We do this, for one thing, by applying our experience, challenge, and set goals, which are rendered visible and ensure that we achieve our goal. In Syspeople, we recommend taking it all in small bites, so it becomes an iterative process that can bring the project to completion.

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Syspeople contributes to seeing the goals from all perspectives, both in the IT and the business department. Our delivery model and practice assure that we possess the role of challenging and asking questions. It means that there will be a business perspective and an IT perspective throughout the entire process. Syspeople's attitude towards an IT service management system is that it should not just be a tool for the IT department, but is used to support the business as a whole.

Please, feel free to contact us for a dialogue. Use the contact form to the left or call us at +45 7034 5657.