What is ITSM?
Answer: IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with the needs of the enterprise, emphasizing benefits to customers. ITSM involves a paradigm shift from managing IT as silos of individual components to focusing on the delivery of end-to-end services using better practice process models. ITIL® (Information Technology Infrastructure Library) is a globally recognized collection of better practices for information technology (IT) service management.
ITSM audits are based on analysis of four key performance indicators (KPI's) in specific ways:
- Growth and value: Tracking revenue growth against investment and utilization.
- Budget adherence: Optimizing the use of available funds and avoiding unnecessary expenditures.
- Risk impact: Identifying and evaluating the consequences of risks taken or avoided.
- Communication effectiveness: Examining customer feedback and gauging customer satisfaction and awareness.
A thorough ITSM audit allows enterprise executives and management personnel to determine the effectiveness of various processes and identify potential problem areas. In order to function well, ITSM requires in-house expertise. One way to ensure this is to have key individuals within the organization obtain ITIL® Foundation certification.