What does ITSM mean?

What is ITSM?

ITSM, short for IT Service Management, encompasses the development, deployment, management, and improvement of IT systems and processes within a company or organization.

As a result, ITSM is more than just about achieving your IT department's goals. Unlike traditional approaches to IT management, the focus here is not on the technology itself. Rather, ITSM concentrates on the flawless delivery of your IT services.

ITSM ensures not only that all employees have a functioning workplace. The primary focus is particularly on the best possible support of business processes and achieving business goals. Accordingly, ITSM can be used to improve all service departments and is not just limited to optimizing IT.

ITSM helps the organization/company operate better and in doing so, also improves your business goals. ITSM processes can, for example, include:

  • Incident management
  • Problem management
  • Change and release management
  • Asset management
  • Resource management

The term "ITSM" is often mentioned in connection with the term "ITIL".

So the question arises, how does ITSM relate to ITIL?

ITIL stands for "Information Technology Infrastructure Library". It is a collection of lists, processes, values, and strategies for executing ITSM. "Best Practice" studies from ITIL are intended to constantly improve the quality of ITSM.

Service management is not just suitable for IT. Other departments also offer internal services. All of them have the same aim: to support employees in their daily tasks and to seek ways of dealing with changes and problems. Therefore, all service departments can benefit from the advantages offered by ITSM. The most efficient and customer-oriented approach is the collaboration of all service departments, offering services in the same manner. Applying the principles and processes of ITSM to other business areas is known as Enterprise Service Management (ESM). This approach is becoming more and more established in companies and organizations.

ITSM is, therefore, going through a transformation. While it originally focused mainly on technology, it now aims to understand its employees and offer them benefits through IT services. However, the development of ITSM does not stop there. ESM is becoming more and more of a company standard. In particular, you should be on the lookout for the following trends:

  • DevOps
  • Workforce Enablement
  • Shift-Left


DevOps combines the areas of software development and systems administration into one team. By working together, traditional barriers and conflicting priorities can be overcome. This way of working helps to develop and revise a product more quickly. This allows a company/organization to better manage the needs of their employees and enables them to compete more effectively in the market.

Workforce Enablement

The goal here is to increase your employees' satisfaction by using innovative technologies. The idea behind this is that your employees' needs are continually changing and developing. More and more employees are working from home or on-the-go, using their own devices and applications, and wanting to solve problems themselves. This requires ITSM to follow a new approach, focusing on ensuring employee satisfaction and meeting their needs, not just on SLAs.


"Shift-Left" is another growing trend. The underlying concept is that IT brings solutions and answers to frequently occurring problems and questions closer to the employees. This reduces the burden on your IT department, allowing them more time to solve problems instead of spending it on simple requests like resetting a password. This also creates added value for your employees.

How can I get started with ITSM?

The complex issues of the ITSM world luckily no longer have to be solved on paper or whiteboard. There are plenty of professional ITSM providers on the market:

How can I optimally use a professional ITSM tool for modern real-time processes?

To meet the requirements of modern trends like DevOps, Workforce Enablement, and Shift-Left, every top-level ITSM tool can be extended with the uptime platform from iLert. This efficiently handles incoming and outgoing notification or incident reporting workflows.

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