Agile organizations use IT Service Management (ITSM) to manage the delivery of IT services across departments. An organization may utilize different ITSM processes based on their needs and business goals. However, some ITSM processes are more commonly used than others.

Exploring the Core ITSM Processes

In order to help expand the way you use ITSM, we’ve put together descriptions of some of the most widely implemented ITSM processes that are commonly used across industries.

Service Request Management

Service request management happens when a user submits a request for something new. Requesting access to an IT service, new technology, or information are all service requests. The Information Technology Infrastructure Library (ITIL) determines what a service request is.

Why it matters: Service request management allows employees to request the right resources to help them do their best work. You can learn more about this process in our related blog post.

Knowledge Management

Knowledge management is the process of creating, sharing, using, and managing the knowledge and information of your organization. The goal of knowledge management, according to ITIL, is to “ensure that stakeholders get the right information, in the proper format, at the right level, and at the correct time.” The knowledge base is the foundation of knowledge management, which is represented by a self-serve online library of information about a product, service, or topic.

Why it matters: Knowledge management helps IT teams keep up with the broad range of technologies and procedures needed to effectively support your organization.

IT Asset Management

IT Asset Management helps ensure your organization’s assets are accounted for, deployed, maintained, upgraded, and properly disposed of. This ITSM process helps your business account for tangible and intangible items within your organization and track what is being used.

Why it matters: IT Asset Management helps you determine what resources are most important to your organization and can also help you remove certain assets that are no longer useful.

Incident Management

Incident management is a set process for responding to an unplanned event or service interruption that accompanies a plan for restoring service to its operational state. This process would include software services that are vital to your organization’s daily operations.

Why it matters: A software service outage or interruption can cost your organization time and money. That’s why it’s important to have a plan in place to report and fix these issues.

Problem Management

Problem management involves identifying and managing the causes of IT service incidents. The goal of problem management is not only to find and fix incidents, but also identify and understand their underlying causes so that these incidents don’t happen again.

Why it matters: Problem management helps your organization eliminate the root cause of IT service problems and helps free up your team’s time to focus on more profitable work.

Change Management

Change management involves establishing standard procedures for changes in IT infrastructure. Possible changes include rolling out new services or managing updates to existing services. This process helps minimize disruptions while making changes or updates to critical systems.

Why it matters: Change management goes hand-in-hand with risk management to help ensure that changes to your IT infrastructure and software happen as smoothly as possible.

How Atlassian Supports ITSM Processes

Jira Service Management is a popular software application from Atlassian that supports the major ITSM management processes outlined above. The ITIL-certified service desk software’s purpose is to help unite your development, IT, and business teams. In addition, there are some additional tools that can make implementing ITSM in your organization even easier. 

Adopting the Right ITSM Processes

You don’t need to adopt all of the available ITSM tools and processes for your organization right away. A better approach is to determine what processes best align with your IT goals and start there.

Contact us to learn more about how our team can help organize your ITSM processes with the tools that make the most sense for your organization.

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