ITSM - What is it? Introduction to IT Service Management

00:05:01
https://www.youtube.com/watch?v=Zt6GNAIoUsY

Summary

TLDRThe video helps new employees understand IT Service Management (ITSM) and ITIL, essential concepts for providing efficient IT services. ITSM ensures IT services meet business needs by coordinating people, processes, and technology. It serves as an interface for employees to interact with IT, ensuring their requirements are fulfilled without needing technical expertise. The ITIL framework is a set of best practices within ITSM, guiding IT professionals on aligning services with business objectives. Key ITIL processes include Incident Management for quick service restoration, Change Management for controlled alterations, and Problem Management for identifying and resolving underlying causes of incidents. The video emphasizes the importance of customizing ITIL processes to suit business needs, as effective ITSM and ITIL implementation improves customer satisfaction and business profitability.

Takeaways

  • 💡 ITSM ensures quality IT services align with business needs.
  • 🔁 ITIL is a framework offering best practices for ITSM.
  • 🛠️ Incident Management restores services quickly post-disruption.
  • 🔄 Change Management carefully controls organizational changes.
  • 🔍 Problem Management seeks complete resolutions for issues.
  • 🤝 ITSM improves communication between employees and IT.
  • 📘 ITIL provides structured guidelines for implementing ITSM.
  • ⚙️ Organizations can choose ITIL processes that work for them.
  • 📈 Effective ITSM/ITIL enhances business value and customer happiness.
  • 🔗 ITSM acts like a UI, simplifying technical processes for users.

Timeline

  • 00:00:00 - 00:05:01

    In this introduction, Sarah from Cade, an IT service management (ITSM) software company, explains that new employees struggle to understand ITSM. The video aims to elucidate ITSM and ITIL concepts. ITSM ensures optimal IT services through proper integration of people, processes, and technology. It functions like an intuitive interface, simplifying technology interaction for employees, illustrated with a scenario of a sales executive receiving a suitable laptop instead of a desktop. ITSM thus bridges IT and users, delivering business value by saving time and resources.

Mind Map

Video Q&A

  • What is ITSM?

    ITSM stands for IT Service Management, which involves implementing, managing, and delivering quality IT services to meet business needs.

  • How does ITSM function like a user interface?

    ITSM acts like a user interface by helping employees communicate with IT without needing technical knowledge, ensuring their needs are met.

  • What role does ITIL play in ITSM?

    ITIL is a framework with best practices for ITSM, containing processes that help align IT services with business needs.

  • Why is Incident Management important in ITSM?

    Incident Management is crucial because it ensures service disruptions are quickly resolved, maintaining normal operations.

  • What is the purpose of Change Management in ITSM?

    Change Management handles managing alterations in an organization to minimize disruptions, such as infrastructure or app changes.

  • How does Problem Management differ from Incident Management?

    Problem Management identifies the causes of multiple related incidents and aims to find complete resolutions to prevent future occurrences.

  • Can ITSM function without ITIL?

    Yes, ITSM can be implemented without ITIL, but ITIL provides a structured set of best practices that many organizations find beneficial.

  • What is the main goal of ITSM and ITIL?

    The primary goal is to connect people and IT efficiently to ensure customer satisfaction and business profitability.

  • Can organizations customize ITIL processes to their needs?

    Yes, IT professionals can select which ITIL processes work best for their business rather than adopting all of them.

  • Why are specific ITIL processes more widely adopted?

    Some ITIL processes like Incident and Change Management are crucial to maintaining effective IT operations, making them highly adopted.

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  • 00:00:00
    hi I'm Sarah from Cade we make itsm
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    software do you know what that means we
  • 00:00:06
    found that new employees joining the
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    company had a hard time grasping the
  • 00:00:10
    concept of what is itsm so we made this
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    short video for them and we thought it'd
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    be beneficial for all of you too in the
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    next few minutes we'll get you
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    familiarized with two important terms
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    itsm and itel ready let's
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    go it service management or itm for
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    short is the term that refers to
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    implementing managing and delivering
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    quality IT services in the best possible
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    way to meet the needs of a business it
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    ensures the appropriate mix of people
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    processes and Technology are in place to
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    provide value to a business let me show
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    you what that means in the real world
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    think of a computer running software the
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    software is made up of very complicated
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    code lines that very few people can
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    understand so in order to allow everyone
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    to use the software it needs to have an
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    easy to ous and friendly user interface
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    otherwise most people would not be able
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    to use it likewise itsm serves the same
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    purpose as the software's user interface
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    it helps employees in an organization
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    communicate with it without having to
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    know anything about technology and still
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    get what they need and their issues
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    resolved for example when a new sales
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    executive joins our company Our IT
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    department naturally provides him with a
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    new computer but imagine if our
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    salesperson who needs to travel a lot to
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    visit customers received a regular
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    desktop well it is a computer so I guess
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    it did their job small problem though as
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    it's not exactly equipment that the
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    newai can use to actually
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    work if there was an itm process in
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    place where it understands the needs of
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    the business and what the employee needs
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    to do with the equipment the new guy
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    would have gotten a laptop saving him a
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    lot of wasted time and energy in his
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    first few days of the job so in essence
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    itsm creates a bridge between it and the
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    customer in this case the new recruit
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    since both sides save time and time
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    equals money itsm brings Direct Value to
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    the business but how do these it
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    professionals know how to do itm where
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    do they get their information it sounds
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    like there should be manuals for that
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    well there sort of are there are several
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    Frameworks that contain best practices
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    on how to do itsm the most popular and
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    widely used is called itel in many
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    organizations itel is kind of like the
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    Bible for
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    itsm it contains a whopping 26 processes
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    whose purpose is to focus on aligning IT
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    services with the needs of the business
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    and it professionals can pick and choose
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    what they think will work for their
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    business by no means does anyone need to
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    adopt all of the processes there are
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    however specific processes that most it
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    professionals use the first would be
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    Incident Management many people call
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    this ticketing it's the most widely
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    adopted process from itel at nearly 100%
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    it's important because it ensures that
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    normal service operation is restored as
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    quickly as possible when an incident
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    occurs like when I do this
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    oops and this
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    happens that's Incident Management
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    something broke and then it was fixed
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    thanks then there's change management
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    which is adopted 75% of the time change
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    management refers to managing and
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    controlling anything you'd like to
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    change in your organization in order to
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    keep disruptions to the business at a
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    minimum changes could be in
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    infrastructure development of apps and
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    more watch as my phone
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    changes wow my phone was replaced and
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    all my data was transferred that's the
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    result of a good change management
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    process
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    nice problem management is another itol
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    process that is super important it's
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    adopted 60% of the time what's the
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    difference between a problem and an
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    incident a problem is a cause of one or
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    more incidents that all relate to the
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    same same issue when problem management
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    is in place all the related incidents
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    are investigated and fixed this way the
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    customer won't stay stuck but a problem
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    will stay open in it until a complete
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    resolution for the bigger issue is found
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    and then of course this hopefully means
  • 00:04:16
    that future incidents will be prevented
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    and for those incidents that can't be
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    prevented problem management will help
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    minimize the impact take for example my
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    phone dropping if problem management was
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    in place then this could happen
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    great when differentiating between itsm
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    and itel it's important to remember that
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    itel is a view on how to do itsm but not
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    all itsm is itel there are a lot of
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    moving Parts in itm and itol but the
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    real goal is to connect people and it in
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    the best way possible so customers will
  • 00:04:52
    be happy and your business will reap the
  • 00:04:58
    benefits
Tags
  • ITSM
  • ITIL
  • Incident Management
  • Change Management
  • Problem Management
  • IT services
  • Frameworks
  • Business needs
  • Customer satisfaction
  • Technology