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What is IT Service Management (ITSM)?


Lately, ITS has been telling you about the new IT service site that’s coming this summer to replace Footprints (name and go-live date coming soon!). But why are we doing this?

This is not just a change in tool but also in mindset as we more deeply embrace a concept known as IT service management (ITSM).

It may sound funny, but ITSM is not about the technology. Instead, it’s about the value that the technology provides in the form of services that we partner with you to define and then deliver and manage end-to-end as efficiently as possible. So we’re not just giving you tools – we’re giving you a strategy behind the tools, the other tools that connect to that tool, an effective cost model, the right people to support all of it, and a robust maintenance plan. And when that technology no longer meets your needs, we’ll move on to something that does.

Oh sure, we’ve been doing that for years. But this expanded focus on ITSM will allow us to step up our game even more. This is all supported by the new site, which is built on ITIL, probably the most popular set of ITSM best practices in the world. And with a focus on continual improvement, the new site rollout is just the beginning. We are going to keep evolving based on what is valuable to you.

To learn more about ITSM and ITIL, visit UTHSC’s LinkedIn Learning and watch “What is IT Service Management (ITSM)?” and “ITIL in a Nutshell”. We also will provide more information over the next couple of months via the Daily Digest, ITS newsletter, and other communication methods.