{"id":4725,"date":"2025-07-25T09:00:00","date_gmt":"2025-07-25T06:00:00","guid":{"rendered":"https:\/\/track.com.tr\/?p=4725"},"modified":"2025-06-19T10:50:53","modified_gmt":"2025-06-19T07:50:53","slug":"itsm-nedir-bt-hizmet-yonetimi-aciklandi-itsm-ve-itil","status":"publish","type":"post","link":"https:\/\/track.com.tr\/en\/itsm-nedir-bt-hizmet-yonetimi-aciklandi-itsm-ve-itil\/","title":{"rendered":"WHAT IS ITSM? | IT SERVICE MANAGEMENT EXPLAINED | ITSM VS ITIL"},"content":{"rendered":"\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-0319c5f03b3f3f58d96381d89e47a6f1\"><strong>ITSM (IT Service Management) refers to the complete process of delivering IT services to end-users, ensuring they align with an organization\u2019s key business goals and provide great value to customers. Some of the related tasks revolves around optimizing IT processes, maintaining service availability, and enhancing the customer experience.<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-ac059ac87b645fb3d68c0a85ca7d2f33\">As our world becomes more digitalized, it\u2019s no surprise that IT has become essential in every area of the business. How can an organization make the best use of information technology? How can we maximize its value for both our employees and customers?<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-27314d13667876d41ac8a7a0857902db\">Let\u2019s say your business has new employees joining and will need to be set up with work equipment like laptops. A common scenario would be sending a request to the internal IT support portal, which would then set off a workflow that the IT team would sort and fulfill. ITSM looks at how to make procedures like this smoother and better for everyone involved.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-cab3302068d3a53b6ba2b5987cc23349\">Many ITSM systems like&nbsp;<a href=\"https:\/\/www.axiossystems.com\/en-gb\/it-service-management\">IFS&nbsp;<em>assyst<\/em>&nbsp;ITSM solution<\/a>&nbsp;can further help businesses manage key IT service processes like the example above.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-a3d03cb8540bf3102694056654b493da\">So, with an effective ITSM strategy and the right tool, organizations can create a seamless digital experience, so customers and employees can focus on the work that matters most.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-b6a802beae89f53c1eda63367164b763\"><strong><strong>Advantages of ITSM<\/strong><\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-a7898929c2c94ce9f01e1d5d7c0c1d56\">With IT as a critical function supporting the daily operations of businesses, it\u2019s not surprising that&nbsp;<a href=\"https:\/\/itsm.tools\/state-of-service-management-2021\/\">71% of organizations<\/a>&nbsp;have either started or planning to use ITSM capabilities outside of IT. So, what can your business achieve with ITSM?<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-d201d357b1772e55cc3b8da21bc99e48\">By adopting and continually improving ITSM processes, organizations can gain many benefits. We\u2019ve summarized just some of them here.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-5cbf353f80a8efc09718e586120a0edb\"><strong><strong>Workflows become more efficient.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-40f83f5f8a2034e584f12fc9b8e4babb\">This just means that with ITSM, IT processes can be better optimized, and resources properly allocated, increasing efficiency, and helping you yield the best results possible.<\/p>\n\n\n\n<ul class=\"wp-block-list has-light-black-color has-text-color has-link-color wp-elements-02c510f8c077c2f4fd66bb444df1c9e4\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-148a9a7462719e2c7246dbaf3aea7f91\"><strong><strong>Overall productivity improves.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-0fc473748d7ac32d3aa811d87b040783\">Efficient workflows help both your organization and employees work more productively. For example, if IT-related issues are promptly resolved, there\u2019ll be fewer frustrations around and employees can better focus on their work. Fewer interruptions like this can then improve the quality of service to customers, hence better company productivity.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-c68f75a7a3dda3c67e08d1eaa7d37393\"><strong><strong>It saves time and money.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-05c4252c9ca34fbd8f9d120aef059da7\">As organizations scale and progress, demand for IT services naturally increases, driving up time and financial spending. By utilizing ITSM, you can create a system that will grow with you while keeping these costs down.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-f0591c27c928e4cca86adfbb4b3da7d9\"><strong><strong>Everyone becomes more accountable.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-f3a06cf9b2ee7ffa92cad3d6ab4bd5b8\">ITSM outlines the key responsibilities of different teams or individuals involved. Transparency helps make everyone more accountable in their roles. Not only is this necessary for legislative compliance but also builds trusting relationships with your partners and customers.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-0a43b51a31c6cd36c4ab405295b2a6da\"><strong><strong>The role of IT is more visible to everyone.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-82443f2d8c36b1e889a65ae7d48ee33d\">To deliver value, IT services must be aligned with your business goals, but how can that be when the other business functions are unaware of IT operations? By having an established ITSM strategy, people can gain a better understanding of the importance of IT to their work and how these activities impact their own.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-bf4bcf7692f6e810d3b6c6b9d2064ea6\"><strong><strong>It encourages employee communication and collaboration.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-2822bc08fb06cebfd9427b790fac956f\">Having all the latest chat or collaboration tools doesn\u2019t necessarily equate to effective communication and teamwork. In fact, they can sometimes be quite overwhelming! Setting up processes for implementing and using these tools can greatly help everyone understand their purpose and how to take advantage of them.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-524a2bf1e602eecdfa8989865bc65db1\"><strong><strong>Your organization can offer smoother customer service and experience.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-36fbf0b764c4a5d3b8fbccf6b10b283c\">Whether it be your customer base or employees, ITSM can highlight available opportunities to improve service delivery and increase end-user satisfaction.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-e249f5a335b84d56ff7f28df5283b91f\"><strong><strong>It helps decrease risks.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-6f5fcf89642dfbd3db68f87bc26017dd\">Change is a constant for many companies \u2013 and the larger the company, the more risks involved when they are implemented. Effective IT service management helps organizations to plan and prepare for necessary changes, as well as the associated risks. The combination of procedures, policies, and best practices you implement will help with successful change management.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-2b5237e1a16b5e8b1d88efddd0b0b25a\"><strong><strong>You can gain a higher ROI on your ITSM solution investment.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-02b238f7bb0fdfc17d00f8bdddd858a3\">Your\u00a0<a href=\"https:\/\/assyst.ifs.com\/resources\/ebooks-videos\/the-buyers-guide\">choice of ITSM software<\/a>\u00a0can only do so much on its own. It\u2019s not enough to buy the latest, shiny new tool and hope for the best. A successful software rollout depends on an effective ITSM strategy that incorporates the best practices in handling all your IT service processes. By establishing these, you can make the most out of your preferred ITSM tool.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-0af07622ad1e253d345668ff5c6b8349\"><strong><strong>It makes your business more resilient.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e8f9f4e65ebcc46f9294dedcd25c2abb\">As the COVID-19 pandemic and the subsequent\u00a0<a href=\"https:\/\/www.axiossystems.com\/it-support-home-workers\">shift to remote working<\/a>\u00a0have shown us, the way we work can change almost immediately. Organizations must always be ready to adapt to any challenges that come their way. ITSM can help businesses prepare for such unforeseen circumstances and pivot to different strategies when the situation requires it.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-3bea8f4e9a56ec3bec9bca8d9c13a885\"><strong><strong>ITSM Use Cases<\/strong><\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-b9c6ae221770c82fb4db86162c19b94d\">Where would IT service management be necessary? To fully experience the advantages mentioned earlier, any IT process in your organization should be backed by good ITSM. It\u2019s essential if you want to spot and remove bottlenecks across your operations and ensure that different functions that rely on technology can perform their tasks well.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-3beebd0e7791dc379dcb3cd066cf1461\">Here are some examples where ITSM can prove valuable:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-2d0f6f6436315fc8205b3336af23de64\"><strong><strong>Managing customer-related issues<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-64dff7fae1b7c180529e60dbf0e35abf\">Smooth IT processes relating to customer service, such as creating an extensive self-service knowledge base or a support ticket system with fast response times, benefit from higher customer satisfaction.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-3abd02c46a52cdf6afdea1ab84d66edf\"><strong><strong>Handling IT support inquiries<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-73ee1ab18e0935283ef23256f5d58566\">An automated workflow that can handle these inquiries can greatly help in resolving these matters quickly and taking up less of everyone\u2019s time.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-0b19164e8fa94cc5603eff55ad2f3391\"><strong><strong>Onboarding new employees<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-679d79e774fb9c9ad06ff26a73c44235\">Getting new employees set up with the necessary equipment and access from the start is essential for a successful transition into their new roles.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-4f1ada50603e803a18ef34d7a4505f8d\"><strong><strong>Troubleshooting incidents<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e8a99e52604fee77e5d9e1567789faa9\">Resolving unplanned interruptions or system downtimes quickly and efficiently is crucial to any organization\u2019s successful operations.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-b65de6cbcac7ecede54b76238c9a33fe\"><strong><strong>Implementing changes<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-99f390326b3f562a5e2c5f3923c757c5\">Whether it\u2019s rolling out new software across the business or issuing a hardware recall, a lot of consideration must be given when implementing company-wide changes.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-6ef533d76a46c675d6236045f60e5315\"><strong><strong>ITSM vs. ITIL vs. DevOps<\/strong><\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-05b0968d192d79e86cb97987e10f9e83\">These terms can often either be seen used interchangeably or confused together. While they do share some goals and benefits, each concept has its distinguishing traits. Let\u2019s look into these terms and what set them apart from each other.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-c214e01320a1c747352b1a999956a306\">ITSM (IT Service Management) is a system focused on processes providing value to customers\/end-users through IT. The organization needs to make sure they have the right resources to provide excellent IT service, defining the different roles and responsibilities involved.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-feacf2655470b8d26545e6bdaabca2d0\">ITIL (IT Infrastructure Library) is a part of ITSM. It\u2019s one of the most popular frameworks that guide organizations in aligning their IT services and business needs together. It\u2019s a set of best practices on the \u2018hows\u2019 of managing and controlling IT service operations.&nbsp;Created by the UK government\u2019s Central Computer and Telecommunications Agency (CCTA) in the 1980s, it has been through several revisions since, with the latest version being&nbsp;<a href=\"https:\/\/blog.ifs.com\/2021\/05\/the-7-guiding-principles-of-itil-4-0\/\">ITIL4<\/a>.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-eebb8bf24daab82886f0cf1a093f7f37\"><a href=\"https:\/\/blog.ifs.com\/2023\/04\/itom-and-devops\/\">DevOps<\/a>&nbsp;has long been regarded as a mindset that shortens software development cycles and brings teams together, these days it can be viewed as another example of an ITSM framework. As the name indicates, it\u2019s a framework focused on software development and IT operations.&nbsp;The goal is to promote collaboration between teams to come up with solutions to problems. Compared to ITSM and ITIL\u2019s centralized approach through policies, DevOps speeds up feedback cycles between teams.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-89b88333e67348e9ad887bb8fab0816c\">Both ITIL and DevOps fall under the ITSM umbrella but differ in their approach and execution. Deciding which framework works best depends on your organization\u2019s needs and circumstances, as well as regulatory compliance.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-0bb1e3336dfe11d1b3fc3ab2b6b7c401\"><strong>Key ITSM Processes:<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-5f63acc8e0cda10c2ca8f91a44628152\">What are the key ITSM processes? IT service management covers a whole range of processes and continually improves in various areas. Following the ITIL framework, these processes are typically categorized under five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Let\u2019s look at some of the core processes that come under these categories.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-5f039da9a5abc8d0de0dbeed722d573c\"><strong>Service Request Management<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-5bef57639e51385bf67d49bccc77e754\">Service request management is the effective handling of incoming customer service requests for&nbsp;<em>new&nbsp;<\/em>services \u2013 whether that\u2019s access to new service delivery, information, or equipment. These can include setting up a work account, issuing a new laptop, or sending guidelines on how to use the company\u2019s online workspace.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-bdb1ec755b981c17c098655bed8d3249\">By automating responses to these reoccurring inquiries, you can speed up tasks and provide timely customer service.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-014fb52d01fdf57331e6970c45595bf5\"><strong>Knowledge Management<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e397a9388908d15dd06e9d017922bb5d\">Knowledge management oversees the creation, organization, usage, and distribution of knowledge across the organization. Having the right knowledge can make or break a company. Successful knowledge management means that valuable information is properly managed and easily accessible to the right people across the organization.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-41c7a3e93740b078439d849a1c5dfc90\"><strong>IT Asset Management<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-0f4cd909c81310187e2ec219056cbc9e\"><a href=\"https:\/\/blog.ifs.com\/blog\/it-asset-management\">IT asset management&nbsp;<\/a>ensures all your organization\u2019s assets are accounted for. This includes software systems, hardware, and other IT-related resources used to carry out a business\u2019 daily operations.&nbsp;Every IT asset has a shelf life, so to fully maximize the value you get out of them, a proactive approach in how you manage, maintain, and dispose of these assets is necessary.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-2357a9cc0902844a65972fb28b00e82b\"><strong>Incident Management<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-f11cf72971cd98208022999441f0d761\"><a href=\"https:\/\/blog.ifs.com\/blog\/it-incident-management\">Incident management&nbsp;<\/a>is the process used for handling unplanned interruptions to services and restoring them to be operational again.&nbsp;An incident can come from anywhere, at any time. Successful incident management means being able to prioritize the most urgent incidents, communicate to key stakeholders, and resolve them quickly, so things can get up and running as usual.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-f1f3bb8dbd90329028057f376ec1ee47\"><strong>Problem Management<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-28407de090ee7416fe1f47543e9d1fe9\"><a href=\"https:\/\/blog.ifs.com\/blog\/what-is-problem-management\">Problem management<\/a>seeks to analyze the problems across the organization\u2019s IT service infrastructure, to prevent incidents from happening in the first place. While incident management can be seen as the \u2018firefighter\u2019, problem management is the \u2018fire safety officer\u2019. It looks at the causes of incidents and fixes them.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-53c59f4f0176589b801bf5a0b7f617b0\"><strong>Change Management<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e13d96c1af4dfe1db6d0933cbad71e85\"><a href=\"https:\/\/blog.ifs.com\/blog\/what-is-it-change-management\">Change management<\/a>is the set of actions taken to implement any transitions or transformations you make in your organization, ensuring they\u2019re carried out successfully. Organizations worth their salt will continue to evolve, so businesses must assess what changes are necessary, how they\u2019ll be implemented, and how they\u2019ll be communicated to everyone.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-ebb84685f6548f3098713a02d5789850\"><strong>ITSM Framework<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-67dff583a2d05e4053030f56d344059e\">We\u2019ve briefly mentioned examples of ITSM frameworks like ITIL and DevOps already, but what exactly is an ITSM framework?<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-6cbcb5f52eb32790654029d1a693421f\">An ITSM framework is a set of predefined rules, best practices, and procedures that organizations adopt to improve their IT service management processes. Backed by extensive research and constant iterations, IT service management frameworks are often developed by third-party governing bodies.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-5d3ded9f92a65f0258affbceeb636da8\">While some frameworks are more popular than others, choosing the right framework largely depends on what your organization\u2019s goals and priorities are. Although it\u2019s also quite common to see companies implementing other frameworks in conjunction with ITIL.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-bcdf269ba44998e35173dd43255fc9b5\">Here are some more examples of ITSM frameworks:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-ebfdf8e4e7645d97975da110b6f9db96\">COBIT (Control Objectives for Information and Related Technologies) \u2013 focuses on implementing governance strategies and navigating\u00a0<a href=\"https:\/\/blog.ifs.com\/2023\/05\/what-is-risk-management-in-itil\/\">risk management<\/a>.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-c4b74c3835097792286b7d3faa000db1\">MOF (Microsoft Operations Framework) \u2013 identifies key service management functions (SMFs) and provides guidance to them.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-35a72d75f853644da26eba9df4c8b91b\">eTOM (enhanced Telecom Operations Map) \u2013 initially designed for enterprises in the telecommunications industry focused on improving communications across the organization.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-9c3720050aa7c99320827b6ad090bd8c\">TOGAF (The Open Group Architecture Framework) \u2013 with the Architecture Development Method at its core, it focuses on the lifecycle of an organization\u2019s architecture.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-106a9c0c47ab4dc59535a86b3e2c32a6\">ISO 20000 \u2013 considered the \u201cinternational standard\u201d for ITSM, it draws on key ITIL principles.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-bdfa862c5f643eb55cd9275f68be0352\">FitSM (Federated IT Service Management) \u2013 seen as the \u201clightweight\u201d option for implementing ITSM.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-f494731db9a93a4845420df6f8c3f4f6\"><strong><strong>8 ITSM Metrics that matter the most<\/strong><\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e0ae731aa5853fea170b7a4d41cfc079\">Knowing what metrics and KPIs to measure is key to knowing whether your ITSM strategies are effective. The measurements you track can help you find areas to improve and ensure you\u2019re on the right path.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-c2e4d4f2faf151250551ebcc9dc02f4b\">Thanks to the analytics tools available to us, tracking these metrics has become easier, but at the same time, it can be overwhelming to figure out which ones are the most important. So, we\u2019ve highlighted the ITSM metrics that matter the most.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-29da7e35f1e6b9f26960f83b7c0bd524\"><strong>1. Service availability<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e29152f03d9a272980d0684920cd6870\">How often can customers access your service without interruptions? While downtimes to carry out necessary updates are understandable, short but frequent interruptions can be frustrating for end-users. To provide a smooth user experience, it\u2019s important to track how much time you\u2019re providing uninterrupted, continuous service.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-0f73531a4d4d4768b95105d448eab75d\"><strong>2. Mean time to resolve<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e335302cc5634931f3553478c792f774\">The mean time to resolve (MTTR) is the average time it takes to resolve an incident or request once it\u2019s been reported. The faster it\u2019s resolved, the better. But it\u2019s also important to note that&nbsp;<em>how<\/em>&nbsp;it\u2019s resolved matters too. This leads us nicely to\u2026<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-d6c658f6b1e3068d03d6180b9ad04521\"><strong>3. User satisfaction<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-f8237df4b261091ac844bab438a9bd22\">A fast MTTR doesn\u2019t mean much if the initial resolution is not up to the customer\u2019s expectations. Likely, they may just reopen a ticket or escalate a case. User satisfaction is often measured through a survey or feedback form. This qualitative metric gives us a better understanding of what users are looking for.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-5c528182c3397ffef478002cfa2d0ca1\"><strong>4. First-contact resolution rate<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-2259bc1ef8a44511cc983936e55e7b94\">This is the percentage of requests resolved on the first contact\/call. The more touchpoints a request reaches, the more costly it is due to the time and resources it takes to resolve. So, keeping a high first-contact resolution rate is ideal, but again should be measured alongside user satisfaction.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-53209e0fd441abed16204b95b18f8de2\"><strong>5. Cost per ticket<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-cc6422308ff478d2173b7e80d5e30870\">This is essentially the operational expenses of the IT service team divided by the volume of tickets\/inquiries. A high cost per ticket means that a lot of time might be spent on support. This can give you a rough idea of how much time and resources to allocate in this area.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-ae08b03a4b92f308da65f92e4e3ee995\"><strong>6. SLA compliance ratio<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-7568137af91229182d838b4624df289c\">The Service Level Agreement (SLA) is the service provider\u2019s commitment to its customers in ensuring they deliver services as agreed upon in their contract. This ratio focuses on the number of resolutions needed to comply with SLA standards. A low SLA compliance ratio can mean that your SLA is unrealistic, or your processes are insufficient.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-30b060079f8d813013a366f518a2b9dd\"><strong>7. Number of active tickets<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-4e5b2e08fc3f1a4c483d8e0509276164\">This is the number of tickets that are waiting to be resolved. A high number of active tickets could indicate your support team is at overcapacity and at a higher risk of customer dissatisfaction.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-a59961981e470c6c4c9c8e0a108f369b\"><strong>8. Agent satisfaction<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-a2deec24ccfc0ca5c54a6b43d3e76e1f\">Just as user satisfaction is crucial, so is agent satisfaction. Happy agents are more likely to go above and beyond in doing what they can in resolving issues for customers, hence improving overall performance and productivity.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-d04320750de8d975ca1698e4404dac61\"><strong><strong>ITSM Best Practices<\/strong><\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-ee89559b4f3141f51e9d7c605dbbab9f\">Establishing an effective ITSM strategy can feel like a mammoth task, especially in enterprise organizations. It requires heavy involvement across all business units to ensure successful implementation. With this in mind, we\u2019ve summarized some best practices to remember when rolling out your ITSM plans.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-31e0d5656a82f4c0be77efc5ba33bef7\"><strong><strong>Define your strategy to align with your business goals.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-b104d97356ccd5083cb1e68d95e967b8\">What is the most important to your business? What would you like to achieve through IT services? Your ITSM strategy should be designed so that it will assist you in achieving your business goals.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-339b8b893d0a4b90f8a7354d47c1a6e5\"><strong><strong>Automate essential but repetitive tasks.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-59eb3369ba58d20b2bd4c80f1eedf942\">To maximize the value out of your resources, you should aim to automate what you can. It\u2019s not a matter of replacing people with machines, but rather providing them with the right tools to do their best work. In a similar vein, you should also\u2026<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-40b47733dcd038aacfde48c0a3450ba1\"><strong><strong>Create a self-service desk.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-7954448ec296de779763ab9b63fade76\">Not only does this help in saving you time and money, but everyone can feel more empowered when they can access what they need directly.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-64facea3346c98ac55a6cee31b901940\"><strong><strong>Define key metrics and track them.<\/strong><\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-3a42edcf715970bc84904242644881df\">With ITSM, you have to make continuous improvements. For that, you need to know the most important metrics and track them to give you an overview of how well your strategy is working.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-0d537c31e37d35192d2b5fd709f626a1\"><strong><strong>Focus on your customers<\/strong>.<\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-746a6521ece7c1c36f70547f3c79e4bb\">ITSM is all about providing service and value to customers\/end-users. So, your processes should be designed with these people always in mind.<\/p>\n\n\n\n<p>SOURCE:<em> <\/em>Ed Perez(2022 September 14) What is ITSM? | IT Service Management Explained | ITSM Vs ITIL.IFS Blog. <a href=\"https:\/\/blog.ifs.com\/2022\/09\/what-is-itsm\">https:\/\/blog.ifs.com\/2022\/09\/what-is-itsm<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>ITSM (IT Service Management) refers to the complete process of delivering IT services to end-users, ensuring they align with an organization\u2019s key business goals and provide great value to customers. Some of the related tasks revolves around optimizing IT processes, maintaining service availability, and enhancing the customer experience. As our world becomes more digitalized, it\u2019s<\/p>\n","protected":false},"author":1,"featured_media":4723,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[52],"tags":[],"class_list":["post-4725","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/4725","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/comments?post=4725"}],"version-history":[{"count":2,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/4725\/revisions"}],"predecessor-version":[{"id":4727,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/4725\/revisions\/4727"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/media\/4723"}],"wp:attachment":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/media?parent=4725"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/categories?post=4725"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/tags?post=4725"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}