What is ITSM?

ITSM is also known as ‘information technology service management’ or ITIL – IT Infrastructure Library (IT Service Management). This process ensures the continuous, predictable delivery of the information technology services that are critical to an organization’s objectives. The benefits of ITSM are significant as it will not only ensure a positive experience for your employees, but also can help grow revenue for your business.

I would not be surprised if we were one of the first generations to experience widespread software crises up close, due to its rapid adoption in our everyday economy and lives. These technological capabilities have disrupted industries at an unprecedented rate with little to no regulation; many companies and individuals will undoubtedly struggle with them well into the foreseeable future. However, in order these problems to arise and compound, companies must adopt one specific process; 

The Information Technology Services Management (ITSM) principles are to provide IT services with a focus on customer service, dealing with the people involved and being effective in the delivery of processes.

in large organizations, IT operation management sets up ITSM so that business teams can easily and independently take assets, which benefits the technology team by having more stable and reliable infrastructure.

The use of ITSM is an exponential function of business targets; small businesses will find it simpler to use than large enterprises, but that does not mean large enterprises should shun it. 

The challenge due to implementing ITIL seams to be increasing for many organizations.

Despite the numerous frameworks, standards and guidelines available, these are not unchallenged. They typically run into confusion over the right way to measure and evaluate their IT performance, be it in terms of finance and productivity. And then there’s culture – the ambivalence that comes with matters related to cybersecurity is only a small illustration of the dilemma.


At relyon, we have the expertise to implement ITSM aligned with your business strategy.