IT Service Management

IT Service Management (ITSM)

By Hunter Maxwell | 2 min read

IT Service Management for MSE to Scale in Remote Market

Everyday life has changed drastically following the outbreak of COVID-19; kitchen tables have turned into office desks, and the remote culture has suddenly become a way of life.  One of the most critical developments is that businesses and policymakers now require most, if not, all workers to operate remotely rather than on-site.


Prior to the pandemic, 43 percent of U.S. workers operated remotely on a regular basis, and 69 percent of U.S. companies provided remote jobs to at least several employees. Although current evidence on the scale of remote work is not yet available, it is fair to believe that the figures have increased significantly and will undoubtedly continue to climb.

What is ITSM?

IT Service Management (ITSM) is a system of rules, processes, and procedures that control the deployment, enhancement, and support of customer-focused IT services. ITSM strives to continuously enhance the IT customer experience as opposed to other IT management activities that rely on hardware, networks, or processes,in accordance with market goals.


ITSM refers to a variety of IT management mechanisms that can be applied to both centralized and decentralized processes. The ITSM specialty encompasses a number of frameworks, some of which address industry-specific IT needs, such as those in healthcare, government, or technology. ITSM-enabled businesses see IT as a service,  emphasizing to provide valuable resources to clients rather than a department that handles technology.

What is Small and Mid-Size Enterprise?

Small and Medium Enterprises (SMEs) are corporate organizations that are small in size. They are not a smaller version of larger enterprises. They differ from large companies in incorporating arrangements, response to the environment, management style, and, most notably, competing with other businesses.


Small and medium-sized enterprises (SMEs) play an important role in all economies as they are drivers of creativity and development. The future contribution of information technology in enhancing the productivity of small and medium-sized enterprises (SMEs) has long been recognized.

What Does it Mean for Your MSE?

The companies are looking for a way to serve the business and respond to demands effectively and efficiently. IT Service Management and similar best-practice systems, such as IT Infrastructure Library (ITIL) are part of the remedy, but they necessitate a phase shift in IT organizations.


ITSM provides various tools for companies to develop management principles for IT services and customer service activities. The tools include quality control, software engineering, process improvement, information security management, and well-known management system principles such as ISO 9000, ITIL, and ISO/IEC.


Another component of the solution, especially for SME organizations, is the recent growth of Cloud computing, which poses a massive opportunity for SMEs. By making IT services attainable for SMEs with conventional service delivery models, IT services have played a massive role in its growth. Today, Cloud computing necessitates shifts in emphasis as well as in the manner in which IT services are provided and provisioned in an organization.

Maximum Productivity

Companies can maximize their productivity using the ITSM discipline and streamline their work processes. They are intended to add order and organization to service-oriented IT divisions by aligning IT priorities with market requirements and goals. It is used as a guide to assist businesses in effectively aligning IT priorities and business goals, especially for customer-focused companies.


Suppose the organization has now adopted change management. In that case, you are well on your way to establishing an ITSM ecosystem – it is all about the development and progress of systems, programs, products, and applications.

ITSM Service Desk

In ITSM, the service desk is regarded as a primary IT feature that provides a single point of contact to meet and handle visitors, IT employees, clients, and IT priorities. An IT service desk, contact center, or support desk serves as the focal point for incident tickets, service calls, queries, internal complaints, vendor and customer service, and other activities. As a result, it is strongly stressed in both the ITSM discipline and the ITIL system.

ITSM Framework

ITIL is the most widely used ITSM platform, although there are several other ITSM systems that companies can use. These systems are geared toward particular sectors or market requirements, such as hospitals, government, and telecommunications. If your company has technology requirements specific to your market, you can look for a platform that meets your particular problems.

ITSM Processes

IT has always had processes that were technology-specific. However, ITSM moves the terminology used to characterize these IT processes to be less IT-specific. This, thereby, aligns IT goals with market objectives contributing to the notion that IT service is the heart of the market.


ITSM processes such as method orientation, proactive measures, distributed sources, integration at the enterprise level, and other efficient management processes play a significant role in boosting the workflow in an organization and enhance productivity. It allows the IT system to focus more on the business aspect by integrating well-balanced technological methods in the processes. 


Rather than focusing on the traditional in-house IT management, ITSM processes encourage outsourcing the IT work to a competent force outside. Especially now that the remote market is booming with the upsurge of the pandemic, ITSM processes are all set to take technology into every household and enhance the businesses, especially for SMEs.

ITSM Software

Many tech suites are available to support whole ITSM systems, such as ticketing, operation, events, and any updates, improvements, or issues. These suites are usually sold as ITSM or ITIL systems to assist with IT workflow management. These ITSM product suites provide everything a company needs to run within the environment of their choice and also the ability to deploy any of the functionality they need.