IT Service Management
Ahmed Framawy

By Ahmed Framawy

ITSM helps organisations grow by focusing on aligning IT processes and services with their business objectives.
The IT Service Management (ITSM) environment can help businesses offer a better customer experience while eliminating errors and monitoring service processes in the business.

What is IT Service Management (ITSM)?

IT service management (ITSM) is a set of defined policies and procedures for adopting IT implementation services and improved support for customer-oriented IT services.
ITSM is further built on popular management frameworks such as ISO 9000, ITIL , ISO/IEC 20000-1, and SDI.

Most common ITSM frameworks that organizations depend on:

ITIL is the most well-known ITSM framework, but there are other ITSM frameworks that can serve your businesses.
Some of these frameworks target specific industries such as Healthcare, Government, and Telecommunications.
Thus, you will need to work on a specific framework that fits your business nature and is unique to your industry.
Some of these other frameworks include the following:
  • IT Infrastructure Library (ITIL)  
  • ISO 20000 
  • Microsoft Operations Framework (MOF)  
  • Control Objectives for information and Related Technologies (COBIT)  
  • The Open Group Architecture Framework (TOGAF)  
  • Six Sigma  

How can businesses benefit from IT Service Management (ITSM) implementation?

IT service management (ITSM) offers a big success to all organizations and helps them to measure and monitor the performance of IT operations as well as improve the delivery of IT services to satisfy business objectives and goals. Unlike other IT management standards that focus on Network, Hardware, or Systems. ITSM targets improving IT customer services in alignment with business goals.
While technology is rapidly growing across today’s digital businesses, IT service management has become very necessary for all organizations through following ITSM & implementing its standards.
Moreover, you can notice the massive benefits reflected in enterprises from implementing ITSM standards and utilizing its tools which progressively enhanced their level of infrastructure optimization and governance, including:
  • Increase customer satisfaction
  • Enhance work productivity and Reduced amount of time spent
  • Improve efficiency of IT help desk teams
  • Lower costs for IT operations
  • Higher returns on IT investments
  • Reliability downtime reduction
  • Set your responsibility matrix based on team roles
  • Clear expectations on service levels and service availability
  • Ability to establish well-defined, repeatable, and manageable IT processes
Now, most of the organisations in the Kingdom of Saudi Arabia have implemented ITSM systems and followed the recommended standards, which led significantly to improving the level of IT services and contributed way better to IT operational agility.

How can Alnafitha IT help organisations implement ITSM?

Alnafitha IT is a Saudi Company providing IT service management (ITSM) to 900+ existing customers across all Saudi regions. Our ITSM technical consultants help a lot of KSA organizations adopt their IT services in alignment with their Business needs by following our ITSM implementation methodology.

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