What is IT Service Management (ITSM)?
IT Service Management (ITSM) refers to the structured approach organisations use to design, deliver, manage, and improve the IT services they provide to employees or customers. At its core, ITSM is about ensuring that IT functions operate as a reliable service – aligned with business objectives and user needs.
Rather than focusing solely on hardware or infrastructure, ITSM covers a wide spectrum of service-related activities: handling requests, resolving incidents, managing changes, and maintaining service quality. For example, when an employee submits a request for new software or reports a technical issue, ITSM ensures that this interaction follows a consistent, trackable workflow – optimised for speed, clarity, and accountability.
ITSM is often misunderstood as simply ‘IT support’, but it goes far beyond that. While traditional IT teams concentrate on maintaining systems and networks, ITSM introduces formal processes and best practices to deliver services efficiently, improve user experience, and continually adapt to change.
This guide explores what ITSM really involves, why it matters, and how it can help organisations build a more agile, service-oriented IT operation.
What is an IT Service?
An IT service refers to any technology support or solution provided to end-users – ranging from basic tools like email and laptops to core systems like servers and business applications. These services are delivered through structured workflows to ensure consistency, reliability, and alignment with business needs. In ITSM, the focus is not just on maintaining technology, but on delivering a smooth, efficient user experience.
What is an ITSM Framework?
An ITSM framework is a structured set of guidelines that helps organisations manage and improve their IT services. These frameworks offer standardised practices for how services are planned, delivered, and supported – ensuring consistency, accountability, and continuous improvement.
Rather than prescribing one-size-fits-all solutions, ITSM frameworks provide a foundation that organisations can adapt to their specific needs. They help define how processes should run, how teams should collaborate, and how value can be delivered through IT. By following a recognised framework, businesses can establish a clear service strategy and ensure their IT operations are aligned with broader goals.
Popular ITSM Frameworks
Organisations adopt a range of frameworks to bring structure and consistency to their IT service delivery. Two of the most influential are ITIL and DevOps, each offering distinct approaches to improving service performance and aligning IT with business needs. Other frameworks – such as COBIT, SIAM, IT4IT, and Lean – also support strategic IT management, though they tend to be used in more specific contexts.
Top 3 ITSM Frameworks
ITSM
IT Service Management itself is a practice built around structured service delivery. It forms the basis of how teams manage requests, incidents, changes, and more – often supported by formal frameworks like ITIL.
ITIL
ITIL (Information Technology Infrastructure Library) is one of the most established frameworks for ITSM. It provides best practices for aligning IT services with business goals, focusing on areas such as incident response, service design, and continual improvement. The latest version, ITIL 4, shifts the focus toward adaptability, collaboration, and delivering value across the service lifecycle.
DevOps
Often associated with fast-paced development and automation, DevOps is fundamentally about breaking down silos between development and operations. While it includes practices like continuous integration and delivery, its core value lies in building a collaborative, trust-based culture where teams share responsibility for outcomes.
Despite misconceptions, DevOps isn’t just for developers, and ITSM isn’t only about rigid processes. The two approaches can complement one another – combining the speed and agility of DevOps with the control and clarity of ITSM.
Beyond the Either/Or
It’s no longer about choosing between DevOps and ITSM. High-performing organisations recognise that true success comes from balance: moving quickly without sacrificing stability. By integrating agile, collaborative DevOps principles with structured ITSM practices, teams can innovate while staying grounded in accountability and service excellence.
Why is ITSM Important?
A strong ITSM strategy doesn’t just benefit the IT department – it brings value across the entire organisation. By applying structured service management practices, businesses can streamline how technology is delivered, supported, and improved. This leads to greater efficiency, clearer accountability, and services that are better aligned with business goals.
ITSM also helps standardise service delivery based on available resources, performance expectations, and long-term outcomes. The result is a more consistent and cost-effective IT operation that enhances both internal workflows and the end-user experience.
6 Key Benefits of ITSM
Some of the key benefits of ITSM include:
- Ensuring IT efforts align with business priorities and measurable outcomes
- Supporting better collaboration across teams, including IT, operations, and development
- Encouraging knowledge sharing and ongoing service improvement
- Making it easier to coordinate and fulfil service requests
- Enhancing user satisfaction through faster response times and accessible self-service options
- Reducing service disruptions and helping prevent future incidents
Ultimately, ITSM helps organisations deliver better service at lower cost – while improving satisfaction for both employees and customers.
ITSM Processes and Services
Modern IT service management goes beyond just following a set of rigid processes – it’s about creating a flexible, structured environment that supports consistent service delivery. While earlier frameworks focused on ‘processes’, newer models like ITIL 4 now emphasise ‘practices’ to reflect the broader factors that influence how teams operate, such as culture, data, and technology.
6 Essential ITSM Practices
Regardless of the terminology, the principle remains the same: using repeatable, structured workflows to deliver high-quality services at scale. This is what sets ITSM apart from traditional IT operations – bringing discipline, predictability, and continual improvement into how services are provided.
Below are some of the most essential ITSM practices used by modern IT teams:
Service Request Management
This practice focuses on efficiently handling user requests – such as access to applications, equipment upgrades, or routine service inquiries. Automating frequent requests and offering self-service resources can significantly improve both speed and satisfaction.
Knowledge Management
At the heart of operational efficiency is shared knowledge. This practice involves capturing, organising, and distributing information so teams can make informed decisions and users can resolve common issues without direct support.
IT Asset Management (ITAM)
ITAM ensures all technology assets – from laptops to licenses – are properly tracked, maintained, and optimised throughout their lifecycle. It helps reduce waste, manage risk, and improve return on investment across the IT estate.
Incident Management
When unexpected issues disrupt service, incident management steps in. The goal is to restore normal operations quickly and minimise the impact on users and business functions.
Problem Management
Rather than treating symptoms, this practice focuses on identifying and addressing root causes of recurring incidents. It’s a proactive approach that helps prevent disruptions before they occur.
Change Management
Whether introducing new tools or updating existing systems, change management provides a structured way to implement changes with minimal disruption. It brings visibility, coordination, and risk management to every stage of the change lifecycle.
ITSM Software and Tools
A modern ITSM strategy requires more than just best practices—it needs the right technology to support and scale them. Today’s leading ITSM tools enable teams to streamline service workflows, automate repetitive tasks, track performance, and deliver consistent, high-quality support.
ServiceNow ITSM is a powerful, enterprise-grade platform designed to manage the full service lifecycle. From incident and request management to change control and asset tracking, it offers a comprehensive, configurable foundation for scaling IT operations with speed and precision.
Atlassian’s Jira Service Management is another widely adopted solution, known for its agility and developer-friendly approach. It enables teams to manage IT services in fast-paced environments where flexibility and collaboration are key.
Xurrent (previously known as 4me) also stands out as a strong option for organisations seeking efficient service integration across internal teams and external providers. It’s built for modern service collaboration, with features that support shared workflows, automation, and service visibility across complex environments.
At BGTS, we support organisations in choosing and implementing the ITSM platforms that best fit their goals. We provide tailored services including platform implementation, workflow design, automation, integration, and long-term optimisation. We also offer strategic guidance and technical services for ecosystems that include tools like ServiceNow, Jira, Confluence, and Xurrent.
Whether you’re centralising IT services, improving response times, or enabling cross-team collaboration, BGTS ensures your ITSM tools deliver lasting value—built for today and scalable for tomorrow.
Turning ITSM into Strategic Advantage
IT Service Management is no longer just about resolving tickets or managing support queues – it’s about building a service-driven, resilient IT organisation that enables the business to operate faster, smarter, and with greater confidence. With the right frameworks, practices, and tools in place, ITSM becomes a driver of innovation and efficiency across every department.
At BGTS, we help enterprises turn that vision into reality. As a trusted Atlassian, Xurrent, and ServiceNow Partner, we support organisations at every stage of their ITSM journey – from initial strategy to full-scale implementation and optimisation. Whether you’re modernising outdated workflows or deploying ServiceNow to transform your service operations, our team brings the technical expertise and industry insight needed to deliver results that last.
To learn more about how BGTS can help you get the most from your ITSM investment, get in touch to start a conversation.