An Ultimate Guide To Itsm: Everything You Need To Know In 2023
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An Ultimate Guide To Itsm: Everything You Need To Know In 2023

In this digital age, the importance of IT service management (ITSM) is growing. As more and more organizations adopt digital transformation, they increasingly rely on IT infrastructure and services to support their overall operations. In the past, ITSM focused solely on improving IT-related tasks. However, today, organizations are using IT service management solutions to enhance work efficiency in the IT department and the overall business. According to a recent Forbes Insights research, more than 57% of respondents believe ITSM is extremely important to their digital transformation efforts. It is because, with the right ITSM solution, the IT department ensures that employees have access to the technology they need at the right time. As a result, employees will be more productive in their various departments.  

Keep reading this article to learn everything related to IT Service Management (ITSM).

What is IT Service Management?

IT Service Management (ITSM) is an umbrella term that describes the activities and processes used to plan, deliver, and support information technology services within an organization. It is often closely aligned with the ITIL framework, a set of best practices for IT service management that provides a consistent approach to service delivery. IT service management focuses on delivering quality IT services that meet needs of the employees and business objectives. ITSM Statistics

Top Principles of IT Service Management (ITSM)

IT Service Management (ITSM) principles are the foundational beliefs and values that guide the design, delivery, and management of IT services and solutions. Its key principles include:  

  • Focus on customer value

    When designing, delivering, and managing IT services and solutions, consider customers' and employees' needs and expectations.

  • Incident management

    It focuses on restoring normal service operations as quickly as possible and minimizing the impact of service disruptions.

  • Continuous improvement

    Constantly seek to improve the quality of IT services and support solutions and the processes used to deliver them.

  • Collaboration

    Foster collaborative relationships with employees, customers, suppliers, and other stakeholders to create and deliver value.

  • Empowerment

    Empower employees to take ownership of their work and make decisions that are in the best interests of the customers and the organization.

  • Agility

    Be flexible and adaptable to changing employees needs and market conditions.

  • Transparency

    Be open and honest in all customer and stakeholder interactions.

  • Risk management

    Adopt a proactive approach to managing risks associated with delivering IT services and solutions.

Why is IT service management defined as ITIL?

ITIL , also known as Information Technology Infrastructure Library, is the most widely used and recognized ITSM body of knowledge. IT service management is defined by ITIL as: "The implementation and management of high-quality information technology services that meet the needs of the business." IT service providers manage IT services using an appropriate mix of people, processes, and information technology." ITIL is a best practice framework that guides how to deliver ITSM. Although several frameworks and standards exist to describe IT service management, ITIL is the most widely used and recognized worldwide.  

ITIL has progressed from providing services to providing end-to-end value delivery. The emphasis is now on value co-creation through service relationships. The updated framework will prioritize facilitation.  

The following are some of the most effective ITSM automation ways of enhancing digital employee engagement within your organization.  

What Factors will Influence ITSM Automation in 2023?

  • Increased Availability of Automation Tools

    Automated technologies such as robotic process automation (RPA) and artificial intelligence (AI) are becoming increasingly available and affordable, making them accessible to more IT service management (ITSM) teams.

  • Growing Need for Automation

    Increasingly complex and rapidly changing IT environments are driving the need for automation to help reduce manual processes and enable faster response times.

  • Improved Security

    Automation can ensure that security processes are in place and are regularly monitored for any suspicious activity.

  • Cost Savings

    Automation can reduce costs associated with manual processes, as well as enable more efficient resource allocation.

  • Improved Employee Experience

    Automation can improve the employee experience by providing more seamless and efficient support and service delivery. 

Top ITSM Automation Strategies To Consider in 2023

Some key ITSM automation strategies are providing the appropriate IT support to improve employee and business productivity.  

  • Automate routine and repetitive tasks to free up IT staff to focus on more complex and value-added tasks.

  • Use automation to ensure consistent and reliable delivery of IT services.

  • Implement automated monitoring and alerting to detect and resolve IT issues quickly and efficiently.

  • Use automation to improve IT service provisioning and deployment accuracy and speed.

  • Implement automated self-service portals for employees to access IT services and support.

  • Use automation to improve the efficiency and effectiveness of IT service management processes, such as incident and problem management.

  • Implement automated reporting and analytics to gain insights into IT service performance and usage.

  • Invest in training and development for IT staff to effectively use and manage ITSM automation tools and processes. 

IT Service Management (ITSM) Integration with Microsoft Teams

IT Service Management (ITSM) integration with Microsoft Teams allows IT teams to respond quickly to incidents and requests, providing real-time visibility and automated workflows for faster resolution.  

  • It automates the process of monitoring and controlling the quality of IT services, from initial request to resolution.

  • It integrates with other ITSM tools and applications, including incident management, problem management, change management, and service desk.

  • It also allows IT teams to collaborate in real time, enabling them to identify and resolve issues quickly.

  • It provides data-driven insights, allowing IT teams to understand better and improve service performance.

  • It provides a secure, cloud-based platform for managing IT services, making it easier to scale and manage IT operations. 


Top Characteristics of An Ideal ITSM Solution

  • Ensure that your ITSM tool has AI chatbots

    An ITSM tool that incorporates conversational AI enables employees to have conversations with virtual assistants that guide them through each step of the process. Unlike traditional ITSM tools, which rely on support agents for initial support, AI chatbots provide this level 1 (L1) support without human intervention. This allows for more efficient and effective support and frees support agents to focus on more complex tasks.

  • Look for a ticketing system that needs to be invisible to employees

    It is always best to choose an ITSM platform that automates the ticketing system and leaves it invisible to employees. This is simply an extension of AI chatbot capability. When an employee selects to have their cases routed to a specialized support agent, the chatbots produce a support ticket and add them to the system. The concerned staff monitors this ticket automatically until the case is satisfactorily addressed.

  • Ensure that employees can interact with a live agent

    Although AI chatbots are available in ITSM tools for dealing with employee complaints, it is always best to choose a platform for real agent interaction. Choose an automated IT service management solution that allows your employees to communicate with a support agent in real-time via phone or chat. This enables them to acquire full support and satisfactory resolutions to all of their concerns.

  • Effective knowledge management tool

    Every modern IT service management product must have an excellent knowledge management platform. The goal of a knowledge management tool is to make it simple for employees to obtain information or organizational data. When employees require a document or information, they enter it into the chatbot, and all relevant information appears in the form of videos, texts, photos, FAQs, handbooks, and so on.

  • Evaluate the usefulness of microlearning features

    A modern day ITSM tool's role is not restricted to providing employee support and answering employee questions. One such feature is the ability to provide microlearning to your employees. This reduces the cost of employee training and allows your team to be self-sufficient. Always use an ITSM product that delivers thorough training without needing a dedicated trainer.

  • Consider the integration of collaborative platforms

    Since the pandemic, organizations worldwide have begun to adopt online collaborative tools such as Zoom, Slack, and Microsoft Teams. Now that your employees are working remotely, you must ensure that their support needs are met when working in virtual workspaces. This can be accomplished by utilizing an ITSM solution that is easily connected to an online collaborative platform.

  • Workflows and routine tasks can be automated

    Organizations can use the workflow approval process to ensure that its processes and activities are completed on time. This process involves multiple steps. However, traditional workflow strategies could be more effective in the current remote and hybrid work environment because they slow down the entire process. By choosing a modern ITSM solution, employees can automate complex, repetitive processes and tasks, such as requesting document access, confirming identities, recruiting employees, onboarding, resetting passwords, installing software, and configuring printers. 

What Makes the Best ITSM Solution? is an automated IT Service management (ITSM) solution that provides employees with fast, automated, personalized support and seamless engagement through collaborative channels such as Microsoft Teams and Slacks. ensure that your employees get the right and most suitable IT support by quickly responding to their IT-related questions, automating time-consuming IT-related tasks and processes such as configuring laptops, installing new software, checking VPN connectivity, automating desktops, routing employee tickets, and configuring printers, and so on.

Employees need to do is interact with the conversational AI-enabled chatbot that is integrated with MS Teams and Slack. An AI-powered chatbot feature of understands the employees' questions and provides the perfect answer to employees’ queries or addresses the issue by taking the right action. If the chatbot is unable to fix the issue, it automatically forwards the ticket to an IT service desk agent (Live chat) for a better solution.


Your employees will be empowered to work at their best if you use the correct ITSM solution. Employee support will undoubtedly be automated and integrated by ITSM systems in the future. If you are looking for a robust ITSM solution with cutting–edge features, invest in

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