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What is IT Service Management (ITSM)?

IT Service Management (ITSM) is the discipline focused on managing IT services to deliver business value. While many people associate IT management with overseeing technology, IT Service Management plays an equally crucial role. It emphasizes the value that IT services bring to users and the company as a whole, ensuring that IT not only functions effectively but also aligns with business goals. In essence, IT services are the vehicles through which value is delivered. 

More about ALVAO ITSM  Go to all ITSM terms

Example of ticket in ALVAO Service Desk

Example of IT Service Management in ALVAO

Let’s say an employee can't access the training folder on SharePoint. They quickly submit a ticket through the IT Service Desk. The IT Service Management system automatically flags the issue as a high priority and routes it to the right support team. The IT team then follows a clear process to troubleshoot and fix the problem, keeping the employee informed along the way.

Once the access to the folder is permitted, the system closes the ticket and logs the details for future use. This approach ensures IT issues are handled smoothly, reducing downtime and keeping everything on track.