What Is IT Service Management?

When an organization wants to streamline its information technology, one option is to implement IT service management. This means creating a standard process for all IT activities and adhering to them daily. Discover IT service management benefits and advantages, the career job outlook, and salaries for computer and information systems managers. 

What is IT service management? 

IT service management (ITSM) is the design, delivery, and management of standard practices, tools, and processes to ensure an organization's IT aligns with its needs and goals. Rather than managing each IT need or goal individually, ITSM creates an end-to-end delivery set-up for repetitive use. The activities involved in this delivery are usually well-defined, measurable, and fully integrated, and they apply to everything from a simple request for support to the management of the organization's servers. 

ITSM vs. ITOM

IT service management and IT operations management (ITOM) are similar but have different focuses. ITOM focuses more on information technology's administrative and management sides, while ITSM focuses on delivering IT services to customers and users. The two may have overlapping characteristics, and many organizations implement both as part of their overall IT plan. It can lead to higher customer satisfaction, more automation, and less operational risk. 

Read more: Operations Management: What Is It and Why Does It Matter?

ITSM vs. ITIL 

IT infrastructure library (ITIL) is one of the most common frameworks or best practices used by organizations that implement IT service management. ITIL helps organizations structure and organize ITSM processes through specific guidelines and definitions, although companies can also choose from other frameworks.  

Core IT service management processes 

For IT service management to be effective, the services involved must be well-defined, which can help the internal IT team fully understand what processes are necessary to provide support, and it helps customers understand what they can expect from an organization's IT. Explore some of the core IT service management processes:

• IT asset management: As the name suggests, IT asset management involves managing your assets. For example, it may include ensuring you update and maintain your hardware or replacing or upgrading your software when necessary. 

• Knowledge management: Knowledge management involves managing your organization's IT information and using it to help you achieve your goals. 

• Service request management: Service request management is the management of procedures in place to handle customer requests and inquiries. Many of these requests are repetitive, so having a clear response plan helps streamline how your organization responds. 

• Change management: When something changes within your IT infrastructure, such as the implementation of new software, change management ensures it runs smoothly without disrupting your services. 

• Incident management: Incident management helps ensure that whenever something goes wrong within your IT service management framework, such as an outage, you can respond quickly and get things back on track as soon as possible. 

• Problem management: Problem management involves discovering what caused an unplanned incident and attempting to eliminate future disruptions.  

Who uses IT service management? 

Any organization that provides IT services may use IT service management, particularly larger organizations that rely heavily on technology. It is common in colleges, universities, and other higher education institutions. Government agencies may also use ITSM to streamline processes, provide transparency, and increase efficiency. According to the US Bureau of Labor Statistics (BLS), the largest employers of computer and information systems managers are the computer systems design and related services, information, finance and insurance, management of companies or enterprises, and manufacturing industries [1]. 

Pros and cons of using IT service management 

You'll discover the advantages and disadvantages of using IT service management within your organization. Some of the pros include: 

• Minimized disruptions and downtime involving your IT infrastructure 

• Improved customer experience 

• Increased employee productivity due to standardization of procedures

• Improved security and accountability 

• Better asset management

• Reduction of costs associated with IT 

• Better overall performance of your organization 

• Better overall ROI 

Potential negatives of using IT service management include: 

• Implementation can be time-consuming. 

• Potential lack of scalability 

• Requires full support from your executive team

• Some team members may be resistant to any associated changes  

• ITSM tools may not integrate with your current system

How to start an IT service management career 

Working in IT service management means having a passion for computers and working with and helping people. You must be customer service-oriented with a mind for technology. You must also have the proper education and relevant work experience. 

Many companies want an IT service manager with a bachelor's degree in an information systems-related field, information technology management, or computer science. Upon graduation, you may consider participating in an internship or an entry-level IT role, such as an IT technician or database administrator. Some organizations may require a master's degree, and even if they don't, earning an advanced degree can help you stand out among other job candidates. 

Be sure to hone your human and technical skills. IT service managers must be great communicators and leaders. You'll also need strong organizational skills. Working as an IT service manager also means lifelong learning. It would be best to keep up with the latest trends and technological advances.  

Job outlook and salary 

The job outlook for careers in IT service management is positive. The BLS predicts that the need for computer and information systems managers will grow 15 percent between 2022 and 2032, much faster than the average job [2]. The BLS attributes this demand to the increased number of organizations using technology and the greater need for cybersecurity.

The BLS also reports a median salary for computer and information systems managers of $169,510 [2]. According to Lightcast™, the average annual wage for computer and information systems managers is $170,817 [3].  Glassdoor reports that IT service managers, specifically, may earn a yearly base pay that ranges from $89,000 to $140,000 [4]. Factors like geographic location, education, experience, the organization you work for, and more can influence how much you'll earn. 

Getting started with Coursera

IT services management is when an organization processes to streamline its information technology practices. The job outlook for this field is promising and offers a competitive salary. Taking online courses is one way to help you start or advance your IT career, and you can find hundreds of options on Coursera, each one offered by one of the biggest names in business or education. Some options you might consider include IBM's Introduction to Technical Support, the University System of Georgia's Cybersecurity and Its Ten Domains, and Johns Hopkins University's The Critical Role of IT Support Staff in Healthcare.