What is ITSM ( IT Service Management )?

ITSM involves all the activities and procedures that are meant for creating, designing, delivering and supporting IT services. The core concept on which ITSM is based is that Information Technology should be delivered as a service. For example, in a simple ITSM scenario, there might be a need for new hardware like a laptop. For this, the person has to fill a form via an online portal and submit a ticket containing all the related details. This starts a repeatable workflow and the ticket would eventually reach the IT team. Now, this request is in the queue, thus the technical executives will
sort them accordingly and resolve them as per their priority preference. The most common perception of ITSM amongst the IT users is simply ‘IT Support’, but it goes way beyond just resolving IT issues. if we consider the best approach to ITSM, then it involves the following steps in the exact order:

  • Building and implementing IT technology
  • Bringing in and enforcing the right procedure
  • Giving people time to get comfortable with the technology and learn all about its procedures.

Why is Edge ITSM important?

Edge ITSM comes with a large number of benefits that makes the job of your IT team easier. It even regularizes the procedures with the help of structured delivery and documentation. With Edge ITSM the organization can gain a structured approach to service management that eventually aligns IT with the business goals. Edge ITSM also reduces the costs and the related risks and hence enhances customer experiences.

Here are some of the most common benefits of including an ITSM in your business procedures:

  • You can respond more quickly to any major events and can even prevent them from reoccurring.
  • Cross-department collaboration can be done easily.
  • Enhanced request coordination that leads to more efficient service delivery.
  • Organizations can align IT teams with their business preferences you have tracked through success metrics.
  • Your IT teams can easily share knowledge and thus improve accordingly.
  • You can comfortably bring the development and IT teams together by streamlining the project management methods.
  • Customer-centricity is also promoted with better business procedures and self-service.

What are the core Edge ITSM processes?

Any effective ITSM includes some repeatable processes that lead to the effective and consistent delivery of services. You can say that these processes are what that differentiate ITSM from IT.
Few of them are:

  • IT Asset Management: It is defined as a set of business practices that includes IT assets across the various business units within the organization. With IT asset management, the businesses can combine different aspects of IT services like deployment, maintenance, upgrading and disposing of a company’s assets. In simple words, we can say that IT Asset Management is making sure that all the valuable items of the organization are efficiently tracked and being used.
  • Service Request Management: This process is responsible for handling various types of client requests including requests for hardware updates, software enhancements and even for access to applications. The list of requests by different clients includes various recurring requests and with Service Request Management one can automate and even enable customers with knowledge.
  • Incident Management: A competent incident management system can bridge the communication gap between the IT agents and the end-users. It is related to responding to an unplanned event or service interruption and restoring it to its original operational state. As failure in services can occur anytime, it is necessary to have a process that can help in quick responding and resolution generation. With incident management, the need for resolving service-related issues is fulfilled.
  • Knowledge Management: This involves the procedure of producing, sharing, utilizing and managing the knowledge and data of any organization. Knowledge management is all about following a multidisciplinary approach to attain business goals by using the available knowledge in the best possible way.
  • Change Management: With change management, the businesses can ensure that the standard procedures are being used for quick and effective handling of all the modifications to the IT infrastructure. Be it managing current services, rolling out new services or resolving the issues in the code, change management helps in all of them. With efficient change management, organizations can gain transparency and can avoid bottlenecks while reducing any possible risks.

These were some of the most common IT management services; though there are many others, these are the most crucial ones that businesses must follow.


In the end, we can say that IT Service Management stands at the center of modernizing this business world. It’s the digital age and software-powered services are accelerating at a very fast pace and there’s an urgent need to deliver value more quickly. There’s no doubt that the IT world is being transformed and so should the IT teams. If you want your business to stand strong in the competition, then what you need is a fully-fledged ITSM that can help in emphasizing collaboration and offering faster value delivery.


At Echelon Edge, we have designed an ITSM that is capable of incalculably decrease the number of incoming tickets and also aids in designing a centralized knowledge base. It reduces the complexities by complying to audit requirements, handling numerous assets and allowing technicians to deliver the patches remotely and improving performance. You can call our experts at any time to find out more about our IT Service Management system.

Anubhav Goel

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