What is ITSM?

ITSM (IT Service Management) refers to all the activities, policies, and processes an organization uses to design, plan, deliver, operate, and control IT services offered to its users.

The core concept of ITSM is based on a simple idea: IT should work as a service. Rather than focusing solely on technology (servers, networks, applications), ITSM adopts a customer-oriented approach aimed at creating value for the business.

Specifically, ITSM encompasses:

• Service Design: Defining IT services that meet business needs
• Service Transition: Deploying new services or changes in a controlled manner
• Service Operation: Ensuring day-to-day operations and support
• Continual Improvement: Continuously optimizing services and processes

ITSM typically relies on best practice frameworks, the most well-known being ITIL (Information Technology Infrastructure Library).

These three acronyms are often confused. Here are their differences:

ITSM (IT Service Management)

ITSM is the overall concept of IT service management. It's a discipline that defines how IT teams manage end-to-end service delivery. ITSM is independent of any specific framework.

ITIL (Information Technology Infrastructure Library)

ITIL is a best practice framework for ITSM. It's the most widely adopted framework globally, currently in version 4 (ITIL 4). ITIL provides concrete recommendations for implementing ITSM, but it's not the only framework (COBIT, MOF, ISO 20000 also exist).

ITOM (IT Operations Management)

ITOM focuses on operational management of infrastructure: monitoring, events, asset discovery, automation. ITOM complements ITSM and feeds its processes with technical data.

ITSM is built around several fundamental processes that cover the entire service lifecycle:

1. Incident Management

Restore normal service as quickly as possible after an unplanned interruption. The goal is to minimize impact on business operations.

• Incident detection and logging
• Classification and prioritization (impact + urgency)
• Investigation and diagnosis
• Resolution and service restoration
• Closure and documentation

2. Problem Management

Identify and address root causes of incidents to prevent recurrence. Problem Management distinguishes:

• Reactive analysis: After major or recurring incidents
• Proactive analysis: Identifying potential problems before they cause incidents
• Known errors: Documentation of workarounds

3. Change Management

Control modifications to the IT environment to minimize disruption risks:

• Standard changes: Pre-approved, low risk (e.g., password reset)
• Normal changes: Require assessment and approval (CAB)
• Emergency changes: Expedited process for critical situations

4. Service Request Management

Handle user requests for predefined services: access, equipment, information. Unlike incidents, requests are planned and expected.

5. Knowledge Management

Capture, organize, and share knowledge to accelerate incident resolution and user self-service.

6. Service Level Management (SLA)

Define, measure, and improve service commitments between IT and its internal or external customers.

ITIL 4, released in 2019, represents a major evolution of the framework. It integrates modern practices like DevOps, Agile, and Lean while maintaining ITSM fundamentals.

The Service Value System (SVS)

At the heart of ITIL 4, the SVS describes how organizational components interact to create value:

• Guiding Principles: 7 universal principles (Focus on value, Start where you are, Progress iteratively...)
• Governance: Evaluation, direction, and monitoring
• Service Value Chain: 6 activities to transform demand into value
• Practices: 34 management practices
• Continual Improvement: Permanent optimization loop

The 4 Dimensions of Service Management

ITIL 4 considers 4 essential dimensions for a holistic approach:

1. Organizations and People: Culture, skills, roles
2. Information and Technology: Tools, data, automation
3. Partners and Suppliers: External relationships, contracts
4. Value Streams and Processes: Activities and workflows

The 34 ITIL 4 Practices

Divided into 3 categories:

• General Management Practices (14): Continual improvement, Risk management, Information security...
• Service Management Practices (17): Incidents, Problems, Changes, Service catalog, SLA...
• Technical Management Practices (3): Deployment management, Infrastructure and platforms, Software development

A mature ITSM implementation generates measurable benefits for the organization:

Operational Efficiency

• 50% reduction in resolution time through standardized processes
• -20% service requests with automation and self-service
• Decreased recurring incidents through Problem Management

Business-IT Alignment

• IT services designed to meet business needs
• Clear and measurable SLAs
• Improved communication between IT and users

Risk Management

• Change control to prevent modification-related incidents
• Complete traceability for compliance (ISO 27001, SOC 2, GDPR)
• Up-to-date documentation of configurations and dependencies

Cost Optimization

• Better resource utilization
• Reduced unplanned downtime
• Automation of repetitive tasks

User Satisfaction

• Faster incident resolution
• Self-service portal available 24/7
• Proactive status communication

ITSM implementation is a transformation project that should be approached progressively:

Phase 1: Assessment and Planning

• Assess current IT process maturity
• Identify pain points and priorities
• Define objectives and target KPIs
• Obtain management sponsorship

Phase 2: Start with Fundamentals

Begin with high-impact processes:

1. Incident Management: Foundation of all ITSM, immediate impact
2. Service Catalog: Clarify the IT offering
3. Knowledge Base: Accelerate resolutions

Phase 3: Extension and Maturity

• Add Problem Management and Change Management
• Integrate with CMDB for impact analysis
• Implement SLAs and reporting

Phase 4: Continuous Optimization

• Workflow automation
• Integration with monitoring tools (ITOM)
• Analytics and continual improvement

Key Success Factors

• Progressive approach: Don't implement everything at once
• Training: Support teams through change
• Appropriate tools: Choose an ITSM solution that matches your maturity
• Quick wins: Show fast results to maintain buy-in

ITSM is evolving rapidly with the integration of advanced technologies:

Artificial Intelligence and Machine Learning

• Automatic classification: AI categorizes and prioritizes incidents automatically
• Intelligent routing: Assignment to the right support group based on history
• Solution suggestions: Recommendations based on past resolutions
• Chatbots and virtual agents: Automated tier-0 support

Automation and Self-Healing

• Automated workflows for repetitive tasks
• Auto-remediation of known incidents
• Multi-tool orchestration

DevOps Integration

ITIL 4 recognizes the importance of DevOps. Modern ITSM integrates:

• CI/CD with automated change management
• Incident Management linked to deployments
• Feedback loops for continual improvement

Employee Experience

Modern ITSM goes beyond IT to become Enterprise Service Management (ESM), extending ITSM practices to HR, Finance, Facilities...

KaliaOps offers a complete ITSM solution aligned with ITIL 4, designed for organizations that want to transform their IT management:

Integrated ITSM Modules

• Incident Management: Complete lifecycle, automatic escalations, SLA tracking
• Problem Management: Root cause analysis, known errors, incident linking
• Change Management: Approval workflows, impact analysis, change calendar
• Service Catalog: Self-service portal, customizable workflows
• Knowledge Base: Articles linked to CIs, intelligent search

Native CMDB Integration

Unlike other solutions, KaliaOps natively integrates ITSM and CMDB. Each incident, problem, or change is automatically linked to impacted configuration items, enabling real-time impact analysis.

Intelligent Automation

• Visual no-code workflows
• Predictive analytics to anticipate incidents
• Self-healing through integration with your tools

Compliance and Audit

• Complete traceability of all actions
• ITIL compliance reports
• Ready for ISO 27001 and SOC 2

Discover how KaliaOps can transform your IT management with our interactive demo or check our pricing.