IT service management

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Overview

IT service management, often referred to as ITSM, is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service.

Description

We are using Jira Service Management (JSM) as the ITSM tool as part of Tier0 capabilities. Our purpose is to streamline & enhance service delivery by providing a collaborative platform for teams to manage, track, & respond to service requests(tickets) efficiently. It also aims to improve customer experience, resolve issues promptly and automate overall service operations.

Our offering of the JSM instance includes:
* Asset management : Asset Management is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. The purpose of integrating the assets with the JSM is to ensure, when an incident is raised, the user is able to select the exact asset with which they are facing issues.
* Change management : Change Management, sometimes referred to as "change enablement," is intended to reduce risks and interruptions to IT services when implementing changes to vital systems and services.
* Request management : Request management is a practice that helps organizations standardize the way they respond, coordinate, and fulfill service requests.
* Incident management : Incident management is the practice of responding to an unplanned event or service interruption and restoring the service to its operational state.
* Problem management : Problem management is the process of identifying and managing the causes of incidents, in order to reduce the number and impact of future incidents.