ITSM: Incident, Problem & Change. Explained Without Overcomplication.

ITSM stands for IT Service Management, focusing on delivering quality IT services to meet the needs of the organization.

It is crucial for maintaining the organization's workflow and ensuring uninterrupted service delivery.

Simply saying:

ITSM helps to use what the company has, like people and tools, in the best way possible.

It’s like using your time and energy wisely so you can do more things.

WHAT IS ITSM ? C.D

ITSM is really important as it aligns IT services with business goals, optimizes resources, and enhances service delivery.

It employs structured processes and methodologies to manage and deliver IT services.

Simply Saying:

ITSM is like the behind-the-scenes magic that makes sure everything tech-related in a company is:

1.Running smoothly (by addressing and resolving incidents/outrages asap)

2.Is well-organized (it is known who handles outrage, how much impact it has and so on)

3.Is helping the business do its best work!

Imagine you’re working, and you use Outlook for emails.

One day, you can’t connect to Outlook.

You report this to the tech team – that’s an Incident.

The team tries to fix it. If they find many such incidents without a clear cause, it becomes a Problem.

They’ll find a temporary solution until they find the real cause. If many face this issue, it confirms it’s a Problem.

After investigating, if they find that a server update can fix this, they’ll request to update the server – that’s a Change.

In our scenario, the inability to connect to Outlook was an Incident.

It’s a disruption that needs immediate attention to restore normal service operation.

When multiple incidents share the same unidentified cause, it’s a Problem.

It’s the underlying issue that needs to be resolved to prevent future disruptions, like multiple users unable to connect to Outlook.

A Change is a solution to a problem or an incident.

It’s a systematic modification to fix the underlying issues and restore services, like updating the server to resolve connectivity issues in our scenario.

ITSM’s structured approach in managing:

1)Incidents

2)Problems

3)Changes

ensures seamless IT service delivery, acting as the silent guardian enabling organizations to achieve their goals efficiently.

Of course ITSM is much more than just Incident, Problem and Change.

It’s entire Service Catalog, Requests, Service Portal, Knowledge Management, SLA Management, Reporting and many more.