By means of its own structure and standardisation, ITSM improves IT support and IT services delivery. Rather than operating as a reactive support function, IT becomes a predictable, value-driven service provider, which is aligned to business outcomes. ITSM replaces ad-hoc troubleshooting with repeatable workflows with the help of its own established and defined processes. The improvement is mostly measured across the following dimensions and drafted generally in document format to present it to the leadership:

Service Request: Raising a formal request for someone to provide a particular service

• Auto-approvals through automation for low-risk requests

• Enables clarity in request categories (e.g., access, hardware, software, information, etc)

• Predefined workflows eliminate ambiguity

Incident Management: Restoring incidents on priority to mitigate the impact on business

• Consistent handling of tickets irrespective of shift, team, or location

• Faster incident resolution through predefined categorization, prioritization, and escalation

• Reduced dependency on individuals due to documented procedures and knowledge articles

Problem Management: By going beyond restoration, it leverages even the root cause analysis to furnish a permanent fix

• Problem Management reduces repeat incidents by addressing underlying causes

• Trend analysis identifies recurring failures and systemic weaknesses

• Knowledge Management incl. Known Error management enables faster resolution

Change Enablement: Change Management administers the lifecycle of change control method & enables beneficial changes with max. value and min negative impact on IT operations.

• Risk assessment and approvals prevent unplanned outages

• Standard and automated changes accelerate delivery without increasing risk

• Structured Change Management minimizes service disruptions

Knowledge Management: a centralized place to refer the knowledge databank for ease of IT operations

• KM enables faster resolution and increases the rate of first time resolution

• Plays pivotal role in Service Level compliance

• Reduced dependency on individuals due to documented procedures and knowledge articles

Quality management: helps maintaining the standards expected by the client by means of its framework and methodologies

• QM improves service quality and ultimately, the end user experience

• Self-service portals and automation reduce wait times and user effort to improve user experience

• KPIs like SLAs, OLAs, & Backlog trends ensure measurable commitments on response (MTTA) & resolution times (MTTR) & enables data-driven decisions

• Service catalogs with clarity helps to set expectations on what IT delivers and how

• Dashboards and reports provide visibility into service quality and service performance

Value Management: what additional value is/can be delivered apart from standard outcomes agreed with the client

• Enables to capture the additional value provided on Month-on-Month basis to clients

• Increases customer satisfaction rate and helps gaining the trust of client

• ITSM enables to merge this with SLAs

ITSM is an enabler to align the IT with business goals and increases the confidence between the stakeholders with the help of predictable delivery and transparent communication. This supports ultimately to increase the clients satisfaction rate on Y-o-Y basis. Moreover, CSI supports to improve processes and to take the IT service delivery to the next level.

In essence, ITSM along with ITIL framework makes IT more consistent, impactful, value-driven and measurable & leads the IT service delivery with excellence.