ITSM (IT Service Management) is a methodology and practice for managing IT from a service perspective. By combining processes, people and tools, it turns IT from a reactive fire-fighter into a proactive service provider, aiming to continuously improve service quality, control cost and align IT with business goals.
Core Processes of ITSM
A complete ITSM covers the classic ITIL processes: incident, problem, change, request and release management, plus supporting capabilities such as the service desk, SLA management, knowledge base and configuration management.
ITSM vs ITIL vs ITSS
ITIL is the most popular international best-practice framework; ITSS is China national standard for IT services; ITSM is the management system and platform an enterprise builds using these standards. Enterprises typically implement ITSM with reference to ITIL/ITSS.
Why Enterprises Need ITSM
- Standardized, measurable services and higher quality
- Faster response, higher first-call resolution and satisfaction
- Process-driven collaboration, less key-person dependency
- Supports ITSS/ISO20000 certification
- Data-driven continuous improvement aligned with business
Qizh QZ-ITSMS is an IT service management system built on ITIL/ITSS standards, deployed across 500+ customers in telecom, finance, government and enterprise.
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